Job Description

Company : Sime Darby Beyond Auto Sdn. Bhd.
Receiving and Advising Customers
Receive/assist customers with planned appointments and/or walk ins.
Ensure customer and vehicle records are updated and accurate.
Establish an agreed fixed time of completion of the work to be carried out.
Daily control sheet/list
Maintain an accurate record of all work checked in for the day to be followed up on including carry forward vehicles.
Repair Order Monitoring
Ensure all customers are kept well informed of the progress of their vehicles.
Ensure that all additional work required is communicated to the customer and authorized before the work is carried out.
Communicate a new/updated agreed time of completion if necessary due to additional work authorized or parts ordered.
Carry out a daily WIP update of all the open repair orders under your name.
Communicate with the respective PIC in order to schedule an appointment for all vehicles to return where parts on order have arrived.
Hand-over of Vehicle After Service Stay
Ensure that an accurate invoice is generated for all work carried out as per the customer's request according to Company and principal guidelines.
Explain the invoice in detail for all the work carried out so as to create a value for money impression in the mind of the customer.
Post Service Follow-up
Ensure all your customers receive a post service follow up call to determine their level of satisfaction with the service they received from you.
Settle all customer complaints promptly.
Performance KPIs
Achieve the following performance KPI figures as per the budgeted amounts:
Vehicle throughput (measured as repair order invoiced/closed)
Service turnover
Parts turnover
Debtors ageing
WIP throughput days
Back Order Parts Not Released (BONR)
Education / Professional Qualification
Candidate must possess at least a Higher Secondary (SPM) or Diploma in Engineering (Mechanical) or equivalent.
Professional Experience
Preferred 1-2 years of working experience in automotive industry Customer Experience role.
Previous customer engagement/relationship role experience.

Skills Required