Service Advisor - Petaling Jaya, Malaysia - Hastings Deering

Description

Company :

Receiving and Advising Customers

·Receive/assist customers with planned appointments and/or walk ins.

·Show empathy and a willingness to listen and understand customer concerns .

·Capture detailed and accurate work instructions.

·Carry out a thorough check of the vehicle & identify all possible upselling.

·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 upselling is communicated to the customers to obtain authorization where necessary.

·Communicate a new/updated agreed time of completion if necessary due to additional work authorized or parts ordered.

·Follow up on all parts on order and arrived on the BONR report.

·Carry out a daily analysis and update of all WIP open under your name.

·Communicate necessary information to the Officer- Customer relations 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 so as to create a value for money impression in the mind of the customer.

Post Service Follow-up

·Maintain customer file, (follow-up system) telephoning all customers to determine their level of satisfaction with the service they received.

Settle all customer complaints promptly