- Customer Centricity -
Maintain a positive rate in Customer Satisfaction Index by ensuring all the aspects are met. (i.e., Phone call, First Contract, Booking Arrangements, Administration, Summary).
Ensure all customer fills up the customer satisfaction form.
Ensure all customer vehicle inspections, estimate, job order are presented and explained properly to the customer.
Return all the parts and explain components one by one. (Depending on the customer).
Regular customers are monitored. Usual requests are relayed to technicians.
- Sales Management -
Maintain and increase the target amount per invoice.
Attain monthly target.
Generate and report workshop sales and other KPIs through workshop management system.
Participate in activities in increasing UR (fleet engagement, telemarketing, and social media) that will contribute to workshop increase.
Responsible in handling customers' requirements, complaint and requests.
Continuous learning of existing technical and new technical specifications of vehicle in order to sell parts at the right requirements.
- Workshop & Operations Management -
Assignment of Technician per Bay (each technician must maintain their respective bay operational and neat).
Generate and report BCS KPI's of Technicians.
Monitor 5S of workshop and sets monthly general cleaning of the workshop.
Coordination about inventory management and fill rate with parts admin.
Assignment of Technician per system (e.g., Tool Room, Used Parts, Used Oil, & etc.)
Updating of Appointment board and UR adjustments are relayed to Master Technician on a daily basis.
Oversee the following operations: Social media standard posting & Social media response time.
Align with customer behavior in omni-channel environment.
Maintain all touchpoints of Customer Journey.
Always cooperate with the BCS Standards implemented by BCS-MF.
Conduct brief BCS trainings to other personnels.
- Brand Management -
Representing and living the brand Bosch Car Services, you should always keep the four main pillars of the BCS concept in mind. BCS Ambassador (Brand Competence, Brand Benefits (Quality, Price performance ratio, Safety & Customer Orientation) Brand Image.
As an ambassador you transform the strengths of BCS brand values, and the brand promises, into a brand specific behavior at all times: towards customers, partners and colleagues in the BCS network.