Job Description

Company :

Vantage Automotive Limited

Main function of the job:

1. Responsible for delivering the highest level of customer service to all VAL customers.

2. Responsible for developing robust customer relation (customer, insurance companies and surveyors) based on integrity and trust.

3. Attend and negotiate with surveyor / insurance companies for optimum labour rates/charges.

4. Responsible for issuing out job sheets/ repair orders and closing of the same.

5. Responsible for the communication of information between customer and the workshop.

6. Finalization function to undertake by CSAs.

7. Ensure guidelines by Company and GIA are adhered to accordingly.

8. Undertake internal location jobs and fleet repairs.

9. Report any fraudulent / misconduct in the premises to superior.

10. Undertake any other tasks delegate by superior.

Detail responsibilities:

1. Review vehicle repair history and pre-notify immediate superiors of any unusual past incidents or repeated complaints.

2. Prepare a clearly written work orders i.e. detailed job description, specific parts number and flat rate specifications.

3. Verify customer’s personal particulars based on GDMS record & to update the changes if necessary.

4. Conduct Vehicle Reception Check using the reception checklist form & take photos in the presence of customer for all related body and paintwork repairs.

5. Advise customer of the best method & options available to pursue / process their insurance claims in accordance with MCF & GIA guidelines.

6. Negotiate with surveyor / insurance companies to agree upon the optimum labour rates/charges.

7. Follow up closely with surveyors via email (official communication channel) for the repair amount finalization and confirm the duration to carry out the workshop repairs.

8. Verify job contents and check vehicle exterior body dents, scratches in the presence of customer (including photo taking).

9. Prepare an accurate accident repair estimate and provide supplementary estimate when necessary.

10. Advise estimated repair cost for work to be done, ask for authorization budget for additional job.

11. Obtain customer signature on work order and advise them on the accepted mode of payment (Cash/Credit card).

12. Coordinate closely with Operations Executive / Workshop Foreman for an update of the repair progress status in line with tracking the promised completion deadline.

13. To co-operate, coordinate and work cohesively with both inter department & other department staff to ensure prompt update of the vehicle progress status & minimize vehicle downtime.

14. Conduct final check on vehicle cleanliness & verify job completion after end control.

15. Inform customer of the vehicle collection date/time & the repair cost.

16. Discuss with Operation Executive / Service Manager to justify the goodwill extension that falls under the normal process frame work.

17. Refer to Operation Executive / Immediate Superior / Customer Service Manager / Service Manager and/or HOD when handling complex cases / customer’s issues.

18. Provide a “personalized service” during vehicle handover to customer after the repair completion to explain the repair invoice details, notify in advance of any outstanding matter due to supplementary jobs required to be done on the next visit or backorder parts still pending arrival.

19. Maintaining a good image housekeeping of B&P reception areas cleanliness & tidiness.

20. To carry out ad hoc tasks assigned by Immediate Superior / Operation Executive / Service Manager.

21. To collate & file a complete detailed history records of each case assign including the completed forms, photos, videos, incident reports & related documentation.

22. To arrange & store the “damaged components / parts” to prepare for the surveyor to carry out a final inspection after the car repair works are completed.

23. To follow up on “unclosed” cases with Insurance Claims Officer-in-charge for prompt settlement to prepare the payment refund ( if any ) to customer.

24. Finalize & close insurance invoices on a timely manner.

25. To take in and managing internal repair orders and fleet repairs.

26. Assisting the role of other team members in their absence.