Job Description:
- Represent the Company in a professional manner as a front-line employee
- Answer incoming phone calls and assist customers with inquiries.
- Schedule service appointments, assist customer vehicle check-in and manage the service workflow.
- Coordinate with all stakeholders to ensure timely and accurate updates.
- Update customers of their vehicle status throughout the service process.
- Review the jobs completed with the customer, ensuring satisfaction.
- To perform basic investigation into customers’ complains and rectify the problems by coming up with recommendation within guidelines
- Prepare and present accurate labour, parts and services cost estimates.
- Process service orders, invoices, and payments to/for workshop/contractors
- Maintain detailed records of services performed and parts used.
- Manage all documentation, including costs, claims and vehicle history files internally.
- Work or liaise with all stakeholders such as controllers, customers and vendors.
- Escalate more pressing issues to Supervisors.
- Conduct vehicle inspections and diagnose basic issues, explain necessary repairs in a precise and easily understood manner.
- Efficiently schedule service appointments, working closely with the technical team and parts department.
- Co-ordination of work required with both the workshop and the body & paint department for timely completion of repairs.
- Ensure high level of customer satisfaction by addressing concerns and do follow-up calls post-service to ensure expectations are met.
- Monitoring and review of jobs, filing, tracking and settlement in a timely manner.
- Reports to Aftersales Management of daily jobs and weekly progress. Perform additional duties as assigned by management.
Requirement:
- At least 3 year(s) of working experience in the related field.
- Good Organisational Skills, Team Player, Aptitude for Problem Solving.
- Strong communication skills with both external and internal customers.
- Knowledge of car components and able to access basic vehicle issues is a plus
- Customer-focused with a commitment delivering exceptional service.
- Experienced dealing with fleet and private owners/representatives.
- Some hands-on experience or understanding in automotive servicing and repairs will be advantageous.
- Good computer skills with knowledge in MS Excel and workshop DMS system.
- Experience in a Dealership setting will be an advantage
- Knowledge of automotive repair and maintenance
- Strong organizational and multitasking abilities
- Possess a valid class 3 driving license
Report job
