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 highlevel premium service experience.
4. Close monitoring and followup 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 postfollowup calls to show care and interest in the customers 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 wellgroomed appearance uniform.
• Call customers to advise them about service changes or car pickup 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 nonactive 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 7step Volvo Repair Maintenance Process (VRM).
3. Ensure stepbystep document preparation from the start of the customers receipt process until vehicle delivery.
4. Ensure customer followup is done within 72 hours after vehicle delivery.
5. Constant monitoring of the courtesy cars 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 followup 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%.

Prerequisites:

• 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 customeroriented with positive attitude.
• Pleasant personality.
• Ability to cope well under pressure.
• Able to work effectively with MS Office.

Remote Work :

No