Customer Service Advisor

Scania; Northwest; On-site; SGD 30,000 - 45,000; Full time

Job summary

A leading company seeks a Customer Service Advisor to manage service reception and enhance customer satisfaction. The role involves proactive customer engagement, service sales, and administrative support to ensure efficient workshop operations. Ideal candidates will have a high school education and relevant experience in a dealership setting.

Qualifications

• Relevant work experience in a dealership position recommended.
• Further education in relevant field is an advantage.

Responsibilities

• Proactively prepare for and make customer contacts.
• Contribute to services sales by analyzing customer needs.
• Ensure customer satisfaction during service.

Skills

Customer Service

Communication

Problem Solving

Education

High school education

Short-Cycle Tertiary Education

Job description

Role Summary

The Customer Service Advisor works pro-actively to ensure the daily operation of the service reception and that the customer service needs and expectations are met, from customer enquiry through to completion of the invoice and follow-up. This work contributes to an optimized utilisation of the workshop and long profitable relations with the customers.

Job Responsibilities

Professional Competencies (Duties and Tasks)

1. Before Service Prospecting – Proactively prepare for and make customer contacts
   Create and work with customer calling lists
   Contact and call customers regarding current campaigns, to book next visit, offer repairs etc.
   Analyze Maintenance plans and make recommendations to customers
   Analyze remote diagnostics
   Record outcome of calls and visits
   Request and verify Maintenance plans
2. Before Service Sales – Contribute to services sales by analyzing customer needs and actively interacting with them to find optimal solutions
   Listen to and identify customer needs
   Analyze Maintenance plan and recommend actions on deviations
   Perform troubleshooting according to checklists
   Give advice to customers
   Argue for suitable Maintenance solutions
   Define the work to be done and create preliminary work orders
   Book and organize customers' workshop visits
   Check work order content and workshop resource planning
   Confirm that colleagues understand the work order
   Secure appointments with customers
3. Before Service Workshop Scheduling – Contribute to the utilization of the workshop and its capacity by planning the work to be carried out
   Create necessary time reservations
   Verify that resources are allocated for the work to be carried out
   Coordinate with other departments to organize all necessary work for the customer
   Contact and call third parties when necessary
   Arrange for sub-supplier jobs
   Participate in daily pulse meetings
   Contribute to weekly workshop management meetings
4. During Service Customer Workshop Care – Take care of customers during work to ensure satisfaction
   Receive the customer upon arrival
   Verify appointment details
   Take over the vehicle from the customer
   Offer additional work and/or parts
   Continuously communicate with customers in case of changes or problems
   Open the work order
   Handle customer requests
5. After Service Vehicle Return – Build long-term relationships with customers through clear and active communication
   Close the work order
   Issue all necessary invoices
   Explain to the customer the work that has been performed
   Recommend additional work that may be required
   Book the next appointment
   Return the vehicle to the customer
   Register customer feedback
6. After Service - Follow-up – Ensure thorough follow-up with customers after workshop service
   Perform follow-up calls to evaluate performance
   Offer new bookings
   Store open work orders
   Document all actions and information
7. Administrative Support and Coordination – At workshop level
   Respond to general administrative enquiries and provide clerical support
   Prepare allowances for technicians
   Administer employee files and records of benefits and allowances
   Maintain financial files and records
   Manage the filing, storage, and safety of documents
   Perform other related duties as required
   Assist with visitor/customer visits and direct them appropriately
   Maintain a safe and clean reception area in compliance with procedures and regulations
   Provide information on missed calls and messages to relevant staff in a timely manner
   Contribute to team success by completing assigned tasks

Desirable Experience & Qualifications

• High school education
• Relevant work experience in a dealership position recommended
• Further education in relevant field is an advantage

Education

• Short-Cycle Tertiary Education

Requisition ID: 8750

Number of Openings: 1

Part-time / Full-time: Full-time

Permanent / Temporary: Permanent

Country/Region: SG

Location(s): Singapore, SG, 758112

Required Travel: 0%

Workplace: On-site