Executive, Customer Service

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Responsibilities:

• Answer external customer or SD Motors representative queries on products and services.
• Forward queries to the respective person in charge (PIC) if unable to resolve/answer the issue or query.
• Check and respond to EV Chargers email for queries via Outlook.

Schedule and confirm bookings:

• Liaise with SD Motors representative(s) to schedule and confirm bookings for home checks, installations, or troubleshooting visits.
• Liaise with external customers to schedule and confirm bookings for home checks, installations, or troubleshooting visits.
• Check technician schedules on the booking app to schedule or match Technicians to job order via Bookings.
• Liaise with Logistics Executive and Installation Team Lead to schedule jobs.
• Keep track of customer’s booking time and location to ensure Technicians have the most efficient travelling route.
• Contact the customer 1 day before home check/installation to remind/reconfirm the appointment.

Manage documentation for home checks and installations:

• Ensure DO and Invoices are issued by Sales Admin in time for installation job.
• Liaise with SD Motors PIC to ensure that POs are issued to SDM on a timely basis for installation.
• Follow up with customer for signed quotation before proceeding to schedule the installation.

Support the technical team in managing the logistics of the EV charger for installation jobs:

• For EV chargers supplied by the SD Motor brands, liaise with SD Motor representative to ensure the EV charger is available at the agreed time for pick up by the technical team.
• For EV chargers carried by Kineta, ensure stock is available to service the installation job and liaise with the Logistics Executive and Sales Admin to assign the charger to the installation job.

Tracking:

• Update the retail customer database on a timely basis with status of home check, installations, PO/DO/Invoice numbers, chassis numbers, customer, and sales consultant information.
• Follow up with customers on a timely basis to confirm installation jobs.
• Track that the lead time between home check and quotation submission remains within 3 days by liaising and following up between the technical team and sales team.
• Ensure delivery date committed to customers is aligned with ability to deliver the product and service.

About us:

Sime Darby Berhad is a global trading and logistics player. We partner with some of the world’s best brands to deliver quality products and services to our customers. Our core businesses operate in and serve the industrial, motors, and logistics sectors as well as the healthcare, insurance, and retail segments. With a workforce of more than 20,000 employees, we are headquartered in Oasis Ara Damansara, Selangor, Malaysia with operations in 18 countries and territories across the Asia Pacific region.

Sime Darby is setting the pace of change in sustainable futures. For you, this means challenges and opportunities to grow with us. We are committed to nurturing and growing our talents as their dedication and contributions are instrumental in driving our businesses.

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Perks and benefits: Medical, Miscellaneous allowance, Education support, Dental, Sports (e.g. Gym), Parking, Health Screening, Annual Leave, Optical.

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