Service Advisor Cum Customer Relation Assistant (Peugeot/ Chery)

SCOPE OF RESPONSIBILITIES

1. Maintaining customers focus at all times and answering to customer’s enquiries and complaints using
the standard guideline.
2. To ensure the achievement of customer satisfaction at all time.
3. To support outlet in achieving the month budgeted throughput and revenue

KEY ACTIVITIES – list of key activities that this job requires in order to carry out the main areas of responsibility stated above.

A) Customer Service
1. To carry out the service reception by receiving and attending to customers in a timely and courteous
manner.
2. To manage customer complaints by recording complaints received and providing an interim reply within
48 hours (2 days) and to take the necessary actions as per our SOP.

B) Operation
1. To highlight any customer’s issue/complaint to respective PIC or department within Nasim organization
for immediate/fast solution in order to ensure customer’s satisfaction level achievable as end result.
2. Management of the courtesy cars, including all documentation/recording as per SOP, ensuring that the
vehicles are in good condition for next customer.
3. Responsible for calling and securing of all service bookings at the outlet.
4. To conduct the Service Reminders for Appointments as per SOP based on the customer database and
repair history.
5. To participate and implement all required CSI and CRM-related activities e.g customer survey,
customer data analysis, customer events or campaigns.
6. To ensure frontline SOP being adhere at all times with ultimate goal to delight our customer.
7. To handle all incoming calls by answering within 3 rings, take messages should the Service Advisors
are not available & ensure to retrieve all messages in the voice mail & to perform return all call in the
voice mail (if any).

C) Reporting
1. To fill up all customer’s issue/complaint raise to branch level using template form for ease monitoring
and monthly summary analysis.
2. To provide assistant in compiling weekly submission of check sheet with the objective to
achieve Quality Service.
3. Tracking of Appointment track on daily basis including Appointment Rate.

D) Customer Complaint’s Handling
1. To ensure customer’s complaint handling skill – five (5) step key moment being follow thoroughly.
E) General Administration
1. To comply with all related processes as per SOP & PODIUM standards.
2. Responsible to coordinate on submission of reports and documents to HQ
3. Perform additional tasks as and when the company requires jobholder’s assistance.

Scope of authority

Responsibilities:

• Print detailed Service Order (SO) using standard Task List.
• To obtain signature from customer for the approval of all jobs to be done.
• Prepare cash repair estimate/quotation for accident damage.
• Advise customers concerning vehicle maintenance, accessories and technical problems upon delivery of car.
• Explain warranty and goodwill policy to customer.
• Follow up progress of repairs in conjunction with workshop controller and if repairs require additional time and/or costing, the SA should advise the customer.
• Obtain customer's approval for repairs beyond the agreed estimate
• Inspect work and if necessary, arrange a road test with Technical Advisor after completion of work.
• Return vehicle to customer and if possible, handle all complaints if customer is not satisfied with job done.
• To brief superior on difficult complaints that can't be handled by you before
• bringing the customers to your superior's attention.
• To handle telephone enquirers and call customer after 3 days from the date of repair.
• To promote workshop products i.e. parts and accessories. To obtain and update customer and vehicle particulars in the SAP.
• To generate warranty claim via SAP (B001).
• To generate invoice via SAP.
• Any other duties assigned by the Service Manager.