Job description

JOB RESPONSIBILITIES :
Customer Service
1. To check-in all assigned customers, including all pre-check-in preparation (check vehicle history, any outstanding jobs, recall campaigns etc.), and conduct active reception for all vehicles, as per SOP and WPC.
2. To record all customer’s requirements/complaints and provide advice/ consultancy accordingly (including the upselling of value added products), in accordance to SOP and MBM/DAG guidelines.
3. To prepare the correct repair estimate, with support from relevant departments, and obtain customer’s approval prior to conducting the repair/service works.
4. To conduct service reminder calls and SFU calls, when required, to maintain good relationship with the customers and retain the customer for the next service/repair job.
5. To conduct mobile check-in and delivery at customer’s preferred location, including conducting a simplified active reception and to obtain customer’s approval for all service/repair works, as per SOP, when assigned by management.

Operation
1. Coordinate with the workshop and relevant departments, to ensure that all requirements/complaints are resolved prior to delivery to customer, by inspecting the vehicle and that final control is conducted.
2. Monitor job progress, and coordinate with workshop and relevant departments, to ensure that vehicles are delivered to customers within the committed delivery time. Any delays should be communicated to customer promptly and in advance.
3. To explain all repairs and services conducted in detail to customer (including vehicle inspection with customer), fill-up customer feedback form, and settlement of payment and all documentation during delivery process, as per SOP and WPC.

Customer Complaint’s Handling Customer Complaint’s Handling
1. To manage all customers issues/complaints and escalate to management, when required, to resolve the issues in a timely manner, with support from relevant managers and other support staff.

Target
1. To self-monitor throughput and revenue achievement on daily basis, and to develop catch-up plan, if required, to ensure that individual monthly targets are met.

General Administration
1. To comply with all related processes as per SOP.
2. Perform additional tasks as and when the company requires job holder’s assistance.

JOB REQUIREMENTS :

• Min Diploma in Automotive Engineering or equivalent qualification
• Good interpersonal skills and able to communicate fairly in English
• IT literate, possess valid driving license and clean traffic record

JOB LOCATION :
Penang - Georgetown
Cycle & Carriage is passionate about creating people-focused experiences and exceptional journeys. Founded in 1899 in Kuala Lumpur, we are now a leading regional automotive group in Southeast Asia that distributes, retails and provides aftersales services for passenger cars as well as commercial vehicles in Singapore, Malaysia and Myanmar through the strong regional automotive presence of Direct Motors Interests (DMI).

Cycle & Carriage Bintang is member of the Jardine Cycle & Carriage Group, who are a member of Jardine Matheson Group, a diversified Asian-based business group comprising of a broad portfolio of marketing-leading businesses including motor vehicles and related operations, property investment and development, food retailing, home furnishings, engineering and construction, transport services, restaurants, luxury hotels, financial services, heavy equipment, mining and agribusiness.

A subsidiary of Cycle & Carriage Bintang Berhad listed on Bursa Malaysia, Cycle & Carriage Bintang has been in partnership with Mercedes-Benz since 1951 and is one of the leading Mercedes-Benz dealers in Malaysia with an extensive network of 13 outlets across the country, including a dedicated commercial vehicle facility. We are committed to supporting our customers at every step of the way.
Diploma / Advanced Diploma / Higher Graduate Diploma / DVM / DKM Level 4 / DLKM Level 5

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