Sai Choi Siu – Sales Manager, Jebsen Automotive Technik
On 1 Feb 2016, I celebrated 27 years of service with Jebsen. During this period, I have enjoyed a varied and fulfilling career.
I firstly joined Jebsen as a Site Inspector. My role was to coordinate and supervise contractual works at the housing estates where Jebsen supplied and installed gas appliances by Junkers and Hitachi. I also had responsibilities as a Service Advisor. The experience gave me insights into both operation and customer service.
When I was promoted to a Sales Manager for Gas Appliances, I realised that customer service is the key to success. It is the foundation on which we can build long-term, trust-based relationships with our partners and customers.
In 2006, when Junkers withdrew from the Asian market, I joined the Automotive Parts & Service team and was mainly responsible for selling automotive parts. But in Feb 2016, I received a service request from a customer who was having trouble with his Junkers gas water heater. Although we no longer represent Junkers, I felt we were obliged to help the customer because we were the original supplier.
It was winter and I was worried that the customer did not have hot water, so I visited his home a few hours after receiving the call. I found out that the gas company had already tried but was unable to fix the problem. Thankfully, I was able to resolve the issue quite quickly. The customer was pleased but I was surprised to find out that he later wrote a letter to our Group Managing Director Mr. Helmuth Hennig to express his appreciation.
To me, customer satisfaction is the goal. Providing aftersales services only takes a little of my time, but it leaves a good impression on customers. I hope that they will remember Jebsen as a responsible company.