Role
Duties & Responsibilities
1. Attend, advise & accommodate Customers enquiry/request, with proper vehicle diagnosis and achieve desired degree of customer satisfaction.
2. Inspect customers' car & recommend remedy within deadline. - upsell
3. Check vehicle maintenance and repair history and recommend when appropriate maintenance services are due according to mileage covered.
4. Carry out inspection check on the condition of the vehicle in accordance with the standard Pre WIP format when attending to customers.
5. Carry out thorough visual vehicle inspection and record any information in the presence of the customers who shall acknowledge at the back of the Pre WIP to prevent any dispute of lost items and damaged body/paint work.
6. Correctly type in customer’s instruction of repair jobs on the Pre-WIP with correct operation code.
7. Keep customer informed of any additional repairs/parts replacement which are required during the course of repair with written quotation given for their attention and approval.
8. Keep track on cars under repair, follow up with group leaders & technician regularly
9. Consistently update customer on repair or parts ordering status
10. Escalate urgent or important issue to superior, discuss & find solution
11. Ensure the repaired car is all done up, no unfix covers or warning lights, visually clean & tidy before presenting it to customer
12. Document all transactions, ensure customer signature on all required forms e.g. perwip, add jobcard, handover forms, disclaimers, indemnity letters, pending job forms etc
13. Adhere to all company SOPs & all law of the land
14. Strive for CSI- SFU- Monitor aging WIPs. M38. Close & delete over 14 days WIPs, unless otherwise approved by manager
15. Monitor weekly M91 report & provide feedback on exclusion
16. Assist fellow colleagues whenever required
17. Proper handover of vehicle to customer during delivery, explain invoice details, parts replacement & job done
18. To follow and implement Workshop 2010 Process (WPC) and MBM Dealership Standards
19. Customer retention and acquisition through good customer care (follow up telephone call to customers 3 days after the collection of their cars).
20. Any duty related to service advisership as deemed fit by superior/ Management