– Maintain operational oversight and effective functioning of Aftersales operations
– Monitoring of individual and team performance
– Introducing new initiatives to ensure customer attraction and loyalty
– Monitoring a range of KPIs to ensure efficiency and productivity in Aftersales business
– Developing and introducing new processes within the Aftersales area
– Representing the Aftersales department towards customers, partners and management

Be responsible for cars that are sent to the Workshop for repairs and service. Assist the respective Workshop Supervisor/Technical Specialist in fulfilling a high standard in the operations of the Workshop.

The Parts and Warranty specialist will be performing a duo role in parts receiving, ordering and distribution to internal and external stakeholders, submitting of Technical request and warranty claims into OEM systems according to OEM guidelines and procedures. Proper documentation and stock take of all parts and warranty to account for the scope of the job role.

The Parts Advisor (Parts Counter) sells parts over the counter and answer enquiries over the phone. He/she assists customers in selecting required parts in a friendly professional and efficient manner. Guaranteeing customer satisfaction and loyalty are top priorities. He/she is the main contact person to the technician in material request.

As a MINI Technician you’ll be at the forefront of the automotive industry, working on some of the most innovative products available on the market and using the latest in diagnostic technology in a state of the art environment.

You will be responsible for carrying out scheduled servicing, diagnosis and repair work on a range of vehicles, to the highest standards, with a focus on customer satisfaction and solving any problem at the first time of asking.

Reporting to the Service Manager you will be responsible for carrying out scheduled servicing, diagnosis and repair work on a range of vehicles, to the highest standards, with a focus on customer satisfaction and solving any problem at the first time of asking.

As a MINI Technician, your responsibilities will include:
– Completing vehicle servicing
– Assisting and carrying out diagnostic work to determine the cause of faults
– Following set processes to complete work under warranty
– Ensuring the quality of your work is of a high standard
– Supporting others in the team
– Diagnosis, service and repairs of cars

– To be responsible for the movement of all vehicles between various locations as well as general responsibilities assigned by the workshop manager.
– To coordinate movement of vehicles between locations
– Pick-up and delivery services of customer vehicles. Sending to inspection centres, different service locations, etc
– General “touch up” and checking on cleanliness of vehicles before handover to customers
– Liaise with front liners and service centre staff on exact location of vehicles

Overview

The CRM Executive plays a key role in the management of the CRM systems and its associated processes, campaigns and events, and evaluates data insight and information to develop effective and efficient CRM strategies and activities to improve customers’ journey and experience with the brand and dealership.

1. Assist and help manage the implementation of CRM standards (processes) in alignment with respective sales, aftersales and marketing teams, to improve customer’s experience with the brand and dealership.

2. Responsible for monitoring the process, tracking and reporting of:
-Sales Funnel
-Customer Survey
-Customer Focus Targets (Sales and Aftersales).
-Customer Board
-Complaint Management

3. Assist with the data input, reporting and metrics (Salesforce) to ensure data accuracy, and understand the overall customer experience, retention, conquest and loyalty in order to analyze and make recommendations.

4. Assist in the strategic development, implementation and management of the Centralised customer database strategy.

5. Ensure implementation and follow through of CRM Processes & Campaigns, including pre and post activities for online and offline initiatives.

– Issue and receipts of parts at Parts Counter
– Assist in providing quotation to our dealers as and when required
– Ensure all incoming stock items are checked for correct quantity, label and properly placed at the designated location.
– Ensure the quality in the bin location tally with the system at all times.
– Ensure all parts are properly labelled for easy identification and to maintain proper housekeeping;
– Monitor and maintain inventory stock level requirement for workshop and fleet customers;
– To liaise with CPW for collection and delivery of Spare Parts and to operate Forklift / Reach Truck as and when required.

– Liaise with the Customer Service Officer on day to day duties on opening and closing of job cards, collection of payment and ensuring balance of cash/NETs/Visa collection at the end of the day.

– Perform office administration duties such as filing, sorting of documents, photocopying and recording.

– Perform simple book-keeping/accounting duties such as generate tax invoices, balance of daily accounts and tally of petty cash.

– Handle customers’ telephone booking for service appointment, customers’ enquiries and/or refer customers to Customer Service Officer or Service Executive when required.

– Attend to walk-in customers and their enquiries.

– Ensure high standards and excellence in customer service.

– Manage on-line booking of service appointments.

– To attend to customers who sent their cars to the Workshop for service and repairs.
– To understand the requirements of customers and be very clear on the problems concerning their cars before listing them on the job cards.
– To arrange for road test with vehicle tester for any vehicle noise related issue.
– To co-ordinate with external contractors if any car need external support services
– To have an up to date information on status of cars under service and / or repair.
– To ensure that customer requirements are met every time effectively & efficiently.