Responsibilities: - To plan, coordinate the receiving of Body & Paint customers in line with the established standard operating procedures (NSSW) and business processes. - To perform accurate repair estimates for both Insurance and cash paying customers. - To do final bill / invoice for cash repairs and insurance cases. - To upload all the necessary mandatory documents in Merimen system. - To ensure all documents are complete before releasing the vehicle to the customers. - To ensure Discharge Voucher (DV) to be signed by the insured before the vehicle been delivered. - To do supplementary claims where needed. - To liaise and negotiate effectively with insurance adjusters and insurance person-in-charge. - Communicate efficiently with job controller on the parts availability and repair lead time in order to advice the customer on the promise delivery date. - To achieve budgeted B&P Sales, Intake targets and Customer Satisfaction level. - To make or initiate Back Orders and to follow-up with Job Controller on all Back Order Parts. - To effectively handle customers\' dissatisfaction complaints. - Continuous kaizen and apply problem solving steps to develop solutions to resolve work related problems and issues. - Coach and provide career development advice to junior or trainee B&P service advisors. - To support all service marketing promotions and campaigns. - Others duties as assigned by superior.
AFTER-SALES SERVICES DIVISION Despite the challenges in the macro-economic environment in FY2017, the After-Sales Service Division was still able to grow its revenue by 12%. One of the main reasons for this achievement was due to our mid-term strategies to invest into our Body & Paint network expansion, continuous facilities improvements, development of our human capital, establishing exciting promotions and upgrading of service network facilities; all of which have yielded positive results. Another factor that contributed to positive results is the expansion of our products offerings such as vehicle accessories which were well received and accepted by customers. SERVICE FOCUS In addition, our keen focus initiatives in delivering excellent service experience have borne fruits as we jumped 3 spots to rank in 4th position in 2017\'s Customer Service Index by J.D. Power Malaysia Customer Service Index Study. SERVICE COVERAGE Moving forward, we will continue with our strategy to enhance our after-sales service network which comprises of a total of 72 centres. Of the 72 centres, 63 are service centres and 9 are body & paint centres. It is worthwhile to mention that a good number of our service centres are authorised service centres for Nissan, INFINITI, Renault and Bison vehicles. This has helped to broaden our customer-base and these brands are supported by leveraging on a nationwide after-sales service network backed by experienced technical staff.
Diploma / Advanced Diploma / Higher Graduate Diploma / DVM / DKM Level 4 / DLKM Level 5