Personnel Management

Provide excellent customer service to customers for all MG models viz:

• Unique Selling Proposition (USP)
• Features, Attributes, Benefits (FAB)

Market Intelligence

• Knowledgeable on competitors’ specifications, OMV, VES, pricing and promotions against MG models
• Know the MG Pre-owned market, keeping objective of bringing up the resale value where applicable
• Keep abreast of the used car market, pre-owned MG and other makes in order to keep tap of transacted trade-in price and market trend and need

Operations

• To pursue and achieve KPIs (Leads, Appointments, Sales Targets and Finance, Insurance, Trade-in Penetration) set by the Company
• To provide a systematic and standard delivery of MG vehicles to customers, explaining on the usage of the various functions available
• To ensure that monthly Sales order and registration KPIs are met
• To support in Showrooms and Road Shows and concierge test drive to customers’ premises by demonstrating and explaining product options and benefits to customers so as to enhance customers experience where applicable
• To conduct ad-hoc duties on market intelligence, gathering information when called upon

Logistic & Administration

• To monitor and handle product enquiry from customers
• To provide and update on leads via Salesforce, test drive and delivery reports and daily telemarketing report via PPT on daily basis

• Assist Parts Supervisor day to day warehouse operations
• 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 quantity in the bin location tally with the system at all times
• Ensure the parts are properly labelled for easy identification and to maintain proper housekeeping
• Ensure all outgoing parts are properly packed with correct quantity
• Monitor and maintain inventory stock level requirement for workshop and fleet customers
• Responsible all documents, billing and filing are up to date
• To liaise with CPW for collection and delivery of Spare Parts and to operate Forklift/Reach Truck as and when required

• To conduct condition base service and maintenance on McLaren cars.
• To conduct warranty repairs base on McLaren warranty guidelines.
• To conduct repairs on retail and internal customers.
• To be able to perform electrical diagnosis.
• Take care of company and customers’ properties such as tools and equipment.
• Upkeep workshop cleanliness to retail operating standard.
• To attend assigned mandatory courses set up by McLaren.
• To ensure repair and maintenance job carried out are to the best quality at all times.
• To perform CitNow for CSO upselling opportunities.
• To perform any other jobs assigned to you by your superior from time to time.

• Responsible for achieving the targets relating to turnover and profits for parts, accessories & lifestyle
• Responsible for achieving the highest possible parts potential utilization in the dealership business
• Ensures a high level of delivery readiness along economical lines and customer satisfaction by means of high parts availability
• Defines and implements targets and suitable measures for the Parts Department
• Observes the market for Parts Sales and initiates marketing activities
• Leads and guides Parts Sales employees
• Steers and controls operational management, manages inventory

• Responsible for showroom housekeeping and office administration. 
• Ensure showroom cleanliness and operating standards.  
• Responsible for updating of sales materials at the customer lounge and showrooms. 
• To attend to phone calls and general enquiry emails. 
• To track showroom traffic and reporting.  
• Day-to-day mailing and dissemination of direct mailers, via mails or electronic means, to prospects and customers. 
• To assist Marketing team with CRM and preparation of gifts to customers and prospects.  
• To help out at RR events.  
• Keep abreast with brand and market news and competitors’ news.  
• Assist in preparation and submission of ad hoc reports. 
• Customer Relationship Management – Day-to-Day updates, data-entry and housekeeping of customers and prospects database.  
• The Management may assign any other suitable duties from time to time. 

1. Provide support to Executive Director, including but not limited to:

• Manage Executive Director’s schedules, appointments, travel arrangements and meetings
• Prepare Executive Director’s correspondence: email, reports and meeting minutes
• Welcome and attend to Executive Director’s guests
• Plan and host visits for overseas delegates professionally
• Maintain best business practices, etiquette, and presentation

2. Provide administrative support to the Marketing Department e.g. offsite launch events

3. Provide secretarial support to the Executive Chairman’s office as and when necessary

4. Undertake any other projects or duties assigned

• To be responsible for the preparation of report required by principal and internal stakeholders.
• Be responsible on minutes taking and timely submission. 
• To coordinate with internal stakeholders on related matters (e.g. Finance, Human Resource Department, etc.)  
• To be in-charge of ensuring documents are being submitted timely with compliance to principal and company guidelines. 
• Taking ownership of tracking Work in Progress status, follow up and update status to HOD. 
• Preparation of the WIP summary for monthly meeting. 
• To be familiar with warranty processes and ensure company adhere to warranty policies and guidelines.
• Ensure all repair orders and invoices are kept in order.   
• Any other duties or tasks that are assign by Service Manager whenever needed. 

Personnel Management

Provide excellent customer service to customers for all MG models viz:

• Unique Selling Proposition (USP)
• Features, Attributes, Benefits (FAB)

Market Intelligence

• Knowledgeable on competitors’ specifications, OMV, VES, pricing and promotions against MG models
• Know the MG Pre-owned market, keeping objective of bringing up the resale value where applicable
• Keep abreast of the used car market, pre-owned MG and other makes in order to keep tap of transacted trade-in price and market trend and needs

Planning

• Assist the Fleet General Manager to deliver and enhance the Customers’ Excellent Experience in Showrooms and Road Shows and any other outdoor events where applicable
• Compile, update and provide a clear and concise format on customers feedback for Fleet General Manager to use as reference in handling customers’ objection, comparison and negotiations in future dealings and Sales training

Operations

• To provide a systematic and standard delivery of MG vehicles to customers, explaining on the usage of the various functions available
• To ensure that monthly Sales order and registration KPIs are met
• To support in Showrooms and Road Shows and concierge test drive to customers’ premises by demonstrating and explaining product options and benefits to customers so as to enhance customers experience where applicable
• To conduct ad-hoc duties on market intelligence, gathering information when called upon

Logistic & Administration

• To monitor and handle product enquiry from customers
• To provide and update on leads via Salesforce, test drive and delivery reports and daily telemarketing report via PPT on daily basis

• Support frontline operations and to ensure overall excellent customer service.
• Perform administrative duties such as opening of job cards, invoicing, internal and warranty billings.
• Interact with customers on car servicing, repairing and test-drives related matters.
• Establish and maintain positive relationship with both internal and external customers.
• To coordinate and work closely with the Parts & workshop to ensure customers cars are completed in a timely manner.
• Responsible to achieve overall business objectives, Technicians productivity.
• To assist in preparation for repair and accident quotations.
• Other related ad-hoc duties as assigned by your supervisor.

Purpose

The Officer/Executive (Claims Recovery) conducts day-to-day activities relating to motor claims negotiation and settlement, and other functional support relating to customer service and/or motor insurance.  S/he is an integral part of the team to achieve high level of customer satisfaction as well as contributing towards the company’s objectives.

Duties and Responsibilities

Claims Recovery & Administration

• Coordinate with Claims Advisors on information and documents to support claims negotiation and settlement.
• Coordinate with Customer Service Coordinators to ensure accurate and timely submission of Letter of Demand (LODs).
• Negotiate with insurers on claims offers on behalf of customers (un-insured losses claims, loss of use/rental, etc.).
• Gather, analyse and present evidence/information on complex claims cases to support in getting customers a fair deal on liability judgements and claims offers.
• Provide accurate and timely advices on claims offers and updates on status to Claims Advisors and customers.
• Ensure timely closure of claims and escalate cases to direct manager on overdue/unacceptable insurers’ offers.
• Submit Refund forms for claims due to customers and/or companies upon receiving insurers’ payment confirmation.
• Provide timely updates and details of insurers’ claims payments to customers and/or companies. Ensure related reports are updated whenever there is a change in case status.
• Ensure all claims document/information are organised and updated to ensure easy visibility/tracking and retrievable:
  1. Sort and place physical files/documents based on category and status of each claim at designated area.
  2. Update related reports/records for on-time tracking of status.
  3. Submit closed cases to CSCs for secured storage. Assist in such filing where required.
• Carry out claims processes diligently to achieve company’s KPIs (Claims Settlement, Accounts Receivables, etc.).
  1. Actively initiate/participate to improve such processes when required.
  2. Support in updating or provision of such report(s) on bi-monthly basis or other period specified by management.

Customer Service

• Support in customer reception and service when required or directed (includes cover of Claims Advisor duties).
• Conduct/provide support on sales of motor insurance policies the company are certified to sell (new & renewals).

General

• Handle customer complaints and escalate when higher authority intervention needed.
• Be a team player and render assistance to colleagues wherever necessary.
• Maintain and build good relations with insurance companies and their appointed adjusters.
• Maintain good relations and communications with Body & Paint Shop, intercompany staffs and departments.
• Assist in other company’s requirement when directed and work within the authority of the position.