Customer Service Representative

Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport and infrastructure solutions for the future. If you seek to make a difference on a global scale, working with next-gen technologies and the sharpest collaborative teams, then we could be a perfect match.

Mission / Purpose of the Job

• This position is responsible for selling and schedule needed service work in the service department.
• Maintain strong communication with Customers pertaining to service work in the service department.
  
  

Scope and Influence

• Authority in accordance with the financial rules and policies defined by AB Volvo.
• Authority to take decisions in accordance with AB Volvo’s Authorization rules for the respective role.
  
  

Key Responsibilities / Accountabilities

• Carry out all kinds of customer appointments raise preliminary repair order in GDS and record time on planning sheet for short and long term work.
• Carry out planning of customer requested work and overview / follow up daily work production in workshop acc. to pre-appointed agreements with customers.
• Obtain customer approval / agreement for work to be performed and inform estimated repair cost and delivery / pick up time.
• Submit preliminary repair order to parts team for parts preplanning and order.
• Finalize the preliminary repair order using VST. Perform elementary diagnosis with customer for preparation of repair order.
• Plan service and repair by using by VOSP.
• Print and distribute the repair order with necessary check sheets attached to workshop.
• Update customer twice daily on repair order progress and issues. 
• Maintain communication between mechanic/foreman and customer.
• Supervise all subcontracted jobs and create requisition for sublet work.
• Finalize the repair order upon job completion, add additional work and parts.
• Ensure that the delivery order (invoice& filling) is completed, ready and can be presented and explained to the customer upon agreed collection time. To control payment code as well.
• The Service Advisor shall advise customers for any campaigns, warranty or goodwill, actions to be taken.
• Prepare reports to customers as and when required.
• Responsible for parts pricing and discount within the dealer discount structure.
• Work closely with foreman/supervisor on warranty and Service agreement claim submission, accuracy and timely matter.
• Any other business as assigned by Service Executive/Dealer Manager.
• Safety & Health
• Follow Volvo Trucks International authorization policies and guidelines.
• Follow Volvo Malaysia HR policy.
  
  

Key Targets and Results

• Weekly and monthly open order KPI.
• Labour and workshop sales and GP.
• Parts sales (workshop sales).
• Warranty and service submission lead time and accuracy.
• Customer satisfaction (Target Score : 90).
  
  

Essential Educational And/or Training Qualifications And CertificatesShort Description

• Diploma in business or engineering or any related courses.
  
  

Preferred Experience And Knowledge

• Minimum 3-5 years’ experience, experience in automotive industry is added advantage.
• Good knowledge of customer care and communication.
• Fair knowledge of workshop business administration.
• Basic knowledge of spare parts business.
• Basic knowledge of traffic laws and regulations.
  
  

Necessary Technical / Functional / Language Skills

• Good Communication and interpersonal skill.
• Able to speak English and local dialects (e.g. Mandarin, Bahasa Malaysia).
• Computer skill.
• Driving license.
• Basic auto mechanical skills in heavy duty truck maintenance and repair.
  
  

We value your data privacy and therefore do not accept applications via mail.

Who We Are And What We Believe In

We are committed to shaping the future landscape of efficient, safe, and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents across the group’s leading brands and entities.

Applying to this job offers you the opportunity to join Volvo Group. Every day, you will be working with some of the sharpest and most creative brains in our field to be able to leave our society in better shape for the next generation. We are passionate about what we do, and we thrive on teamwork. We are almost 100,000 people united around the world by a culture of care, inclusiveness, and empowerment.

Volvo Insurance Services is an insurance agency designed for the heavy transport industry. With many years of experience and in-depth knowledge of the sector, we offer tailored solutions to ensure the safety of your business at every stage.

We specialize in comprehensive protection for transportation companies, including heavy goods, vehicle and cargo insurance, as well as civil liability insurance.

Our products are more than just standard.