Job Purpose:
The role holder acts as the ambassador for the Service Department, providing exceptional customer service by coordinating the entire service process from vehicle reception to delivery to ensure high levels of customer satisfaction and adherence to company standards.
Job responsibilities:
- Receives customers professionally, following NSSW standards from vehicle reception through delivery, ensuring all customer requirements are clearly understood and documented. Coordinate with internal departments such as CPOV and other Service Centers to complete their jobs and prioritize delivery vehicles.
- Secures complete vehicle and customer information, verifies warranty and service records, and updates data in the system accurately.
- Prepares all necessary documentation and repair orders in line with AS-DOS standards and company procedures
- Discusses repair or service requirements with customers, provides estimates, and obtains approval for costs and work scope prior to commencement. Upsell all VAS services to the customer and explain all the benefits of each service.
- Coordinates with Job Controllers and Estimators to schedule work efficiently, monitors progress, and ensures promised completion times are met. Maintains harmonious relationship among staffs and strive to work towards the attainment of the department's objectives.
- Communicates promptly with customers regarding additional work, delays, or status updates, and reports any unusual incidents or issues to the VAS Supervisor/Manager for proper action and managerial decision. Maintains a high level of quality interaction with customers at each step of the role.
- Reviews completed work, verifies that all customer requests were fulfilled, explains the charges and performed services during vehicle delivery, and conducts follow-up calls to build lasting relationships. Updates/records all the necessary information in Autoline.
- Undertakes additional responsibilities as required, maintains adherence to 5S standards, ensures proper record-keeping in Autoline, and supports departmental goals and teamwork initiatives.
Background & Experience:
- Technical Diploma or equivalent vocational training or experience.
- 2 to 5 years in a related field/role.
- Knowledge of current and best stock inventory systems.
- Proven ability to work independently and with others.
- Able to manage complex human relationships and culturally sensitive.
- MS Office skills.
- Professional certification (preferred).
