Service Advisor

Main Job Responsibilities:

1. Volvo Brand Ambassador. Project the positioning of Volvo as premium automotive brand.
2. Strive to achieve key business goals and objectives. Throughput, P&A Revenue, CEM.
3. Ensure high customer retention by providing a high-level, premium service experience.
4. Close monitoring and follow-up of WIPs to meet committed deadlines.
5. Ensure that all customer concerns/ complaints are being attended, handled and solved amicably.
6. Ensure 100% compliance to all Standard Operating Procedures (SOPs) and meet TUV/ISO requirements.
7. Conduct post-follow-up calls to show care and interest in the customer's feedback.

Job Description:

• Achieve Sales and Throughput target through aggressive selling.
• Promote sales of parts or service by professionally recommending or suggesting the extra or preventive service/parts replacement to all customers coming in for repair or scheduled maintenance.
• Projects a professional appearance daily with well-groomed appearance, uniform.
• Call customers to advise them about service changes or car pick-up times.
• Constant monitoring of work in progress and updating customer delivery pick up status.
• Accurately writing up the repair needs, by repeating/explaining the work to be done
• Ensure smooth and pleasant reception, introduce active and non-active customer to ownership experience.
• Provide customers with information and advice on warranty protections, potential cost savings and the advantages of trading in versus fixing their car.
• Liaising with service technicians about parts ordering and ensuring parts are available when needed.

1. Adhere process set by Principal and Dealership
2. Follow the 7-step Volvo Repair Maintenance Process (VRM).
3. Ensure step-by-step document preparation from the start of the customer's receipt process until vehicle delivery.
4. Ensure customer follow-up is done within 72 hours after vehicle delivery.
5. Constant monitoring of the courtesy car's availability and maintenance
6. Ensure the veicle intake is based on the capacity bay plan.
7. Adhere to warranty, goodwill, and insurance processes to ensure no chargebacks.
8. My mobile learning target needs to be at least 90% complete.
9. Ensure RO closing hours are within 7 days after job completion.
10. Achieve enhanced customer satisfaction by providing a thorough explanation and pursuing a survey participation.
11. Ensure customer expectations are met by ensuring jobs are done right the first time.
12. Constant monitoring of customer survey participation.
13. Remind customers during repair follow-up to participate in the survey.
14. Ensure the sample size received is larger than the monthly target set.
15. Ensure car service OSAT survey results achieved more than 80%.

Pre-requisites:

• Possess a Recognized Degree/Diploma/Certificate in Automotive Engineering or equivalent.
• Possess strong technical knowledge and customer handling skills.
• Minimum of 3 years experience in a similar capacity, preferably dealing with premium automotive brand (s).
• Proven track record in previous companies.
• Excellent command of both written and spoken English.
• Confident, dynamic, and highly customer-oriented with positive attitude.
• Pleasant personality.
• Ability to cope well under pressure.
• Able to work effectively with MS Office.