Senior Executive, Operations

7 hours ago

Central Singapore Sime Darby Full time

Company:
Vantage Automotive Limited
- Strengthen Service Level & Quality
- Attend to the needs of internal/external customers professionally and timely such that the customers vehicle turnaround time is kept within guideline.
- Coordinate with relevant parties such that the repair or service is done according to customer’s needs and in accordance with the manufacturer guidelines.
- Diagnose and provide professional advice for appropriate repairs or servicing and/or technical assistance.
- Keep customers updated with the progress of work.
- Assist in the daily operation of the service center/workshop.
- Ensuring daily loading of workshop capacities is fully optimized in both 305 & Ubi service center.
- Perform daily check on thru’put distribution via CareApps/CRM and report to SM/ASM should there be any discrepancies.
- Contribute to setting up workshop digital initiatives - CitNow/ Autodata/ Contactless Drop-off Service to support upselling activities for sustained performance - Service & Parts Turnover.
- Ensure alignment of operations (workshop/ parts/ logistics) conducive for growing new retail customers via digital platforms i.e. Lazada Mall, Shopee, digital marketing & etc.
- Handle 1st level of complaint cases, meet up with customers, generating and assist to collate CSI, backorder, debtors, WIP, MTD, Monthly Contribution reports for SM/ASM’s analysis and action plans.
- Prepare letter and service summary.
- Prepare monthly reports as required.
- Attend to customers’ issues / complaints in the absence of SM/ASM e.g., attending meeting / represent Workplace Safety & Health (WSH).
- Liaise with in-house Legal Counsel on legal and CASE cases.
- Reinforce to workshop team after SM/ASM’s sharing session on solutions with team on customers’ feedback on car issues and service delivery.
- Perform functional role to support QL customer service team during peak period or manpower shortage situation.
- Work closely with SM/ASM to look into service gaps/areas for continuous improvement and implementing counter measures and evaluation plans to close service gaps (focus on workshop support).
- Collate upselling activities/ideas from group discussion and share with SM/ASM for analysis and monitoring purpose.
- Manage a team of contractors at Ubi and/or Alexandra workshop as per contract.
- Any ad-hoc tasks assign e.g., liaising with vendors, contractors and discussion with Business Development to launch after-sales promotion activities etc.

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