Customer Service Representative

Mission / Purpose of the Job

• This position is responsible for selling and schedule needed service work in the service department.
• Maintain strong communication with Customers pertaining to service work in the service department.

Scope and Influence

• Authority in accordance with the financial rules and policies defined by AB Volvo.
• Authority to take decisions in accordance with AB Volvo’s Authorization rules for the respective role.

Key Responsibilities / Accountabilities

• Carry out all kinds of customer appointments raise preliminary repair order in GDS and record time on planning sheet for short and long term work.
• Carry out planning of customer requested work and overview / follow up daily work production in workshop acc. to pre-appointed agreements with customers.
• Obtain customer approval / agreement for work to be performed and inform estimated repair cost and delivery / pick up time.
• Submit preliminary repair order to parts team for parts preplanning and order.
• Finalize the preliminary repair order using VST. Perform elementary diagnosis with customer for preparation of repair order.
• Plan service and repair by using by VOSP
• Print and distribute the repair order with necessary check sheets attached to workshop.
• Update customer twice daily on repair order progress and issues.
• Maintain communication between mechanic/foreman and customer
• Supervise all subcontracted jobs and create requisition for sublet work
• Finalize the repair order upon job completion, add additional work and parts
• Ensure that the delivery order (invoice) is completed, ready and can be presented and explained to the customer upon agreed collection time. To control payment code as well.
• The Service Advisor shall advise customers for any campaigns, warranty or goodwill, actions to be taken
• Prepare reports to customers as and when required
• Responsible for parts pricing and discount within the dealer discount structure
• Work closely with foreman/supervisor on warranty and Service agreement claim submission, accuracy and timely matter
• Any other business as assigned by Service Executive/Dealer Manager

Essential Educational and / or Training Qualifications and Certificates

• Diploma in business or engineering or any related courses.

Preferred Experience and Knowledge

• Minimum 3-5 years’ experience, experience in automotive industry is added advantage

• Good knowledge of customer care and communication.

• Fair knowledge of workshop business administration.

• Basic knowledge of spare parts business.

• Basic knowledge of traffic laws and regulations.

Necessary Technical / Functional / Language Skills

• Good Communication and interpersonal skill

• Able to speak English and local dialects (e.g. Mandarin, Bahasa Malaysia)

• Basic Computer skill

• Driving license for heavy cargo truck.

• Basic auto mechanical skills in heavy duty truck maintenance and repair.