MINI Service Advisor

Job Description: Provide service customers experience: Optimal consultation and customer service quality. This includes assisting customers in insurance accident reporting by respective insurance company. Furnishing accident claim documents to Body and Paint Department for their necessary action and coordination. Resource requirement: services, parts, and customer mobility has been reviewed and scheduled. Technical actions: parts clearing and repeat repairs have been reviewed and marked. Qualification of services at the vehicle and services to be completed are discussed together with the customer. Service consultation at the vehicle is completed. The customer receives a consultation regarding the sale of vehicle accessories (wheel/tyres, accessories, and services) during the conversation. A qualified repair order has been prepared for all relevant items and the customer’s original statement was recorded on the order. Completed services: parts and additional sales have been invoiced. The customer has received an explanation for the invoice with a logical structure that he could understand. The customer has received an explanation of services rendered that he could understand under consideration of the customer’s original statement (complaint). The order completion was smooth (service approval, completion date, pricing information, mobility, Warranty/Goodwill/Service Contracts processing). To respond to customers in VOC on “Open Follow Up Requests” within 24 hours (working day). Discussed with Service Manager on action needed to close the VOC “Open Follow Up Requests” within 5 working days. To meet all KPI set by management and BMW Asia. To keep good records of tardiness in work. Adhere to management and BMW Asia working processes, policies, and guidelines. Any other matters that involve and achieve “Excellent Customer Service Journey”, including related duties assigned by Superior. Note: Customer means MINI owners and internal customers. #J-18808-Ljbffr