Job Description

To ensure that the Mazda Service Reception Team and Service Advisors:
  • Is punctual in attendance every morning and arrives 15 minutes before work time.
  •  To manage the call center team to enhance the preventive maintenance reminder, Appointment Preparation, post service follow up to achieve the target and high customer retention
  • To manage customer relations officer to enhance sales satisfaction index, customer satisfaction index, voice of customer to achieve high customer satisfaction
  • Assist manager to set up KPI sales satisfaction index and customer satisfaction index for all branches
  • Assist manager to set up KPI for call center and manage customer relations team to achieve retention rate target
  • To monitor weekly and monthly call center and customer relations team performance/activities result reported by each staff and provide comments with positive thinking approach
  • To propose new ideas on how to increase customer satisfaction in any form different from current practices
  • To propose new ideas on how to achieve target and high customer retention
  • Good communicate and negotiate skills with customer and internal members
  • To handle initial customers complaint before seeking support from manager
  • To fully support subordinate based on professionalism as needed
  • To ensure timely & accurate CRD report (daily, weekly & monthly) with ANALYZE DATA sending to manager
  • Manage the shift roster for the Service Team and ensure coverage at all times.
  • Ensure that all Service Advisors and Reception Hosts are maintaining eye contact and greeting customer at all times.
  • Ensure that the Service Core processes are followed and at any point of time stagnancy is monitored and corrective action taken to minimise customer waiting time.
  • Achieves the targeted upsell figures for the measured period of time (daily, monthly, yearly).
  • Skills and Competencies
  • To maintain a friendly approach in pointing out to the customer what the menu price on his/her car will be, using the pricing file to upsell.
  • To either email the customer or visually show him/her what the scope of the repair involves during repairs.
  • Achieve the desired NPS / CSI ratings through deliverance of excellent customer service
  • Ensure that Service Advisors are contacting each customer three times daily to keep them posted on progress and by using the Service Advisor Log Sheet.
  • In case of a customer complain or an irate customer then attend to customer complaints instantly and prioritize the solving of same involving Service Manager in each case.
  • Maintaining great relationships with all the other departments.
  • Is in line with the manufacturers franchise requirements
  • To comply with all Company rules, regulations, policies, procedures and processes.
  •  Adheres to legal, environmental and health and safety requirements while ensuring the safety and security of people, vehicles and property at all times, reporting any known faults or hazards
  • Address all staff and customers of the company with courtesy.
  • To carry out all other tasks delegated by immediate superior, may not be within the scope of this job description, which is deemed to be within the ability of the employee.
  • It is strictly forbidden to smoke, drink any form of alcohol or use drugs on the premises during working hours.
Job Requirements
  •  Associate’s degree or Bachelor in automotive technology is preferred.
  • Minimum of 4 years of experience in automotive service or repair, with previous experience as a Service Advisor preferred.
  • Strong knowledge of automotive systems, parts, and maintenance procedures, as well as diagnostic tools and equipment.
  • Excellent communication and customer service skills, with the ability to build rapport, listen actively, and resolve customer concerns effectively.
  • Detail-oriented and organized, with the ability to multitask, prioritize tasks, and work efficiently in a fast-paced environment.
  • Proficiency in computer software and systems for scheduling, invoicing, and record-keeping.
Company Profile
HGB Group is a private local Cambodian investment and holding company specializing in automotive, F&B, retail and luxury goods by bringing internationally renowned brands to the country.