Branch Manager
Position Summary Expectations - Duties, Responsibilities
Department Operation
Report to HOO/MD
Job Grade / Level: Manager
Work Location: Branch
Position Objective
Branch Manager is tasked with planning, People, Service/Performance, Marketing Strategy of the company.
- Planning
- Strategy
- Prepare Action plan for Management and HOO
- Prepare Budget plan for Management and HOO
- People
- Ensure that training standards are fully maintained so that future manpower requirements are covered.
- Operate staff performance appraisal systems and ensure action taken on results.
- To establish the levels of staff required to achieve the established budgets.
- In consultation with training personnel establish training needs, plan programmed and maintain records of training. Ensure up-to-date and accurate documentation to allow grant redemption.
- Review staff’s attendant and request incentive of achievement for service and workshop staffs.
- Service & Performance
- Propose appropriated to purchase stock, consumables, short-life tools and other service-related products.
- Dailly Control and Prepare Processes of Operation (SOP)
- Tracking on Quality of service providing to customer
- Review with Head of Operation all sectional activities and reporting systems.
- Check the activities in the service and workshop, inspect completed work for compliance with safety and other statutory regulations.
- Monitor workshop productive performance daily, by total and individual technician/mechanic.
- Monitor Service performance revenue daily.
- Establish adequate safety and security procedures to protect property and company personnel.
- Check all workshop equipment for condition and accuracy of diagnosis.
- Ensure adequate maintenance of tools, equipment and other materials in the Branch.
- Marketing
- Draw up and initiate service marketing plans.
- Instigate and operate advertising and promotional activities.
- In collaboration with Sales Department, establish system and method of ensuring all vehicle owners are introduced to Service Department and key personnel.
- Maintain record of customer complaints and/or congratulations for use and action as required.
- Knowledge and experience with automotive industry
- Ability to control clerical work, administration, organization, systems and financial matters, leadership ability
- Up-to-date knowledge of vehicle legislation, consumer legislation and trade practices
- Skills, experience and knowledge of modern business methods and financial control
- Good with English languages
- Have ability to work under pressure and deadline
Customer Service Manager
Position Summary Expectations - Duties, Responsibilities
Department: Customer Service
Report to: GM
Job Grade / Level: Manager
Work Location: Based in OCIC, and need to travel regularly to all the Branches and pay visit with Sales to key account customers too.
Position Objective
This Dept. is very important to the business by ensuring all the customers' issues and complaints are monitored, managed, and solved in a professional manner, and work with all related departments to ensure only the best services are given to each and every customers that we serve. They also ensure that we keep updating all the customers information (Master List) safely and monitor properly across all the departments as well as the whole business.
- Be the single main point of contact for all issues/problems/challenges relating to Customer Satisfaction, and to be proactive in solving customer issues by involving all responsible people or related departments working altogether to provide only the best solution for each and every customers we serve
- Reports on Customer Satisfaction Survey after every interaction we have with our customers and coordinate with call center operator(s) to call 3/10 days surveys after job cards completion, and call/chat 2 times/M for all AKA customers to keep good relationship, introduce any new products or promotions to them
- Ensures that Customer Service Officers plan visiting schedules and monitor each mobile service (or roadside assistant) teams daily and weekly regulary as plans set
- Ensures that any outstanding issues are fixed to the customer’s satisfaction in a timely and professional manner
- Creates an overall report that delivers insightful analysis about recurring issues across departments / branches
- Provides suggestions to the Branch, Parts, Sales & MKT Managers about improvements that can be made to current systems/processes/training etc in order to improve Customer Satisfactions even better from time to time
- Work closely with all OEMs/Suppliers (if any) on their requirements and actions to improve Customer Satisfaction to the desired levels
- Coordinates with Call Center Operator, Admin, Service, & SA Teams to be more proactive and customer centric approach
- Cordinates and drives agreed projects aimed at increasing Customer Satisfaction or improving services quality to delight our customers
- Manage Barista team and develop unique beverage drinks menu that every walk-in customers would experience when visiting A Klasse Auto
- Generates both Weekly & Monthly reports on Customer Services and Satisfactions to Managers for discussion and further actions
- Ensure to manage, monitor, and update all Customer's information, Customer Master List, accurately and share back to all related departments as needed
- Willingness to perform any extra tasks or assignments as advised by Manager
- Preferably educated to bachelor degree on Administration/Business Relationship or related field
- Have at least 3yrs epxeriences in Customer Service Dept.
- Understand the general of Automotive business
- Ability to plan and monitor both call center and mobile services operations
- Strong organizational and management skills
- Behaviours: listening/understanding/responding, planning and organizing, Problem Solving, and Knowledge of business Environment
