Customer Service Advisor

2 weeks ago

Jurong West, Singapore TechWare Group Full time

**Primary Objectives**:

- To ensure optimum advice and customer care quality for Service customers.

**Responsibilities**:

- To carry out service advice at the car together with the customer at the appointed location; fault diagnosis (if appropriate, together with a diagnosis specialist).
- To organise test drives to ensure correct diagnosis by a Service technician.
- To create complete and detailed orders with vehicle data, diagnosis, estimated FRU (operation times) and working hours, completion date, scope of costs; detailed description of faults (original statements by customer).
- To check parts availability prior to start of repairs.
- To offer accessories and lifestyle products, as well as the services of the dealership within the framework of the advice discussion.
- To advise in handling accident damage.
- To sell services not yet performed (telephone offers).
- To ensure customer mobility.
- To plan workshop orders on the capacity planning chart and assign technicians to the orders with the co-operation of the operation workshop/ master technician / time scheduling.
- To obtain customer approval for extensions to orders and provide this information to the workshop master technician / time scheduling.
- To check and approve the complete and correct invoicing for services.
- To observe the applicable Terms and Conditions of Repairs.
- To Arrange final approval with test drive and check of invoice.
- To explain the invoice.
- To hand over the car to the customer.
- To perform regional market and competition surveys of services on offer.
- To provide information on prices and agree schedules.
- To transfer warranty job cards to the warranty specialist.
- To agree on payment terms with the customers, according to principles established with the directors.
- To record vehicle data for the customer file.
- To draw up findings reports in the case of repairs not carried out.
- To make cost estimates taking all-in prices and maintenance (in accordance with the current value) into account.
- To make return calls to customers, as necessary.
- To deal with personnel correspondence according to the instructions and wishes of the Service Manager.

**Job Requirements**:

- At least 3 - 5 years’ work experience in automotive industry.
- Must be service oriented and have good interpersonal and communication skills.
- Knowledge of dealing with complaints.
- Basic knowledge of commercial and business systems and automotive techniques.
- Some knowledge preferred on having work on modern technology cars and also handling of motor claims.
- Valid class 3 driving licence.

**Salary**: $3,000.00 - $4,800.00 per month

**Benefits**:

- Professional development
- Promotion to permanent employee

Schedule:

- Monday to Friday

**Experience**:

- Customer service: 1 year (preferred)
- Automotive Industry: 1 year (preferred)

License/Certification:

- Class 3 Driving Licence (preferred)

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