Service Advisor

GB Motorcycles; Seberang Perai; On-site; MYR 100,000 - 150,000; Full time

Job summary

A motorcycle service center in Penang seeks a Customer Service Representative to facilitate and enhance the customer experience. Responsibilities include maintaining a clean reception area, accurately updating service orders, and liaising with customers about vehicle repairs and services. The ideal candidate will possess excellent communication skills, technical knowledge of vehicle repair, and a solid customer service background. Competitive benefits and a dynamic work environment await.

Benefits

Insurance coverage for family

Medical benefits RM 500/year

Training Provided

Annual Bonus

Performance Bonus

Qualifications

• Experience in customer service is essential.
• Technical knowledge of vehicle repair is preferred.
• Excellent communication and interpersonal skills.

Responsibilities

• Ensure daily housekeeping at reception and facilities.
• Update customer and vehicle information accurately.
• Attend to customers courteously and assess service needs.
• Perform customer care processes from reception to follow-up.
• Ensure timely completion of vehicle repairs and documentation.
• Promote service labor and parts sales professionally.
• Maximize customer retention and minimize complaints.

Skills

Customer service

Technical knowledge of vehicle repair

Communication

Job description

Present smart / neat personal appearance. Ensure daily housekeeping at reception area / customer-related facilities and equipment is neat, orderly arranged and clean ensuring readiness for reception daily.

Ensure customer and vehicle information are accurately updated and every service order is closed immediately after completion of work. Responsible for business targets (Sales and Throughput).

Receive / attend to (internal & external) customer courteously, accept vehicle and assess service / repair needs, estimate and complete information required in service orders. Provide job explanation and obtain customer’s prior approval/ signature before commencing any service / repair needs.

Perform customer care process from appointment, reception, pre-acceptance inspection, key in customer’s repair needs, monitoring vehicle work progress, conduct final check before delivery, job explanation during delivery, and perform follow-up with customer after three (3) days of service/ repair.

Ensure all vehicles and relevant documents are completed before time promised. Reconfirm all repairs requested by customers are completed and that vehicle is returned to customer in an excellent condition.

Follow-up vehicle progress. Contact / liaise with customer on additional work/ estimate / and rescheduled of promised time where necessary.

Promote the sale of service labor, parts, accessories, and lubricants without overselling and ensure maximum productive hours are sold ensuring minimum idle time.

Represent customer’s interest / concerns. Look into their service/ repairs needs and sell / promote professional services to customer, build good image of the company and enhance excellent rapport with them.

Ensure customer retention is maximized and complaints are minimized.

Job Responsibilities

• Present smart / neat personal appearance. Ensure daily housekeeping at reception area / customer-related facilities and equipment is neat, orderly arranged and clean ensuring readiness for reception daily.
• Ensure customer and vehicle information are accurately updated and every service order is closed immediately after completion of work. Responsible for business targets (Sales and Throughput).
• Receive / attend to (internal & external) customer courteously, accept vehicle and assess service / repair needs, estimate and complete information required in service orders. Provide job explanation and obtain customer’s prior approval/ signature before commencing any service / repair needs.
• Perform customer care process from appointment, reception, pre-acceptance inspection, key in customer’s repair needs, monitoring vehicle work progress, conduct final check before delivery, job explanation during delivery, and perform follow-up with customer after three (3) days of service/ repair.
• Ensure all vehicles and relevant documents are completed before time promised. Reconfirm all repairs requested by customers are completed and that vehicle is returned to customer in an excellent condition.
• Follow-up vehicle progress. Contact / liaise with customer on additional work/ estimate / and rescheduled of promised time where necessary.
• Promote the sale of service labor, parts, accessories, and lubricants without overselling and ensure maximum productive hours are sold ensuring minimum idle time.
• Represent customer’s interest / concerns. Look into their service/ repairs needs and sell / promote professional services to customer, build good image of the company and enhance excellent rapport with them.
• Ensure customer retention is maximized and complaints are minimized.

Responsibility

• To prepare technical report, product quality report supplement on market problems for executive’s attention.
• Handle customer’s inquiry in-person, letters / telephone calls. Perform as technical consultant, handle and resolve customer’s complaints at service level and ensure all customer’s files are updated daily.

Benefits

• Insurance coverage for family
• Medical benefits RM 500/year
• Young & Energetic environment
• Annual Leave
• Medical and Hospitalisation Leave
• SOCSO
• Medical Insurance
• Training Provided
• EPF
• EIS
• Annual Bonus
• Performance Bonus