Customer Service Advisor

SCANIA SINGAPORE PTE. LTD.; Singapore; On-site; SGD 30,000 - 50,000; Full time

Job summary

A leading transport solutions provider in Singapore seeks a dedicated customer service representative to enhance customer relationships and streamline workshop operations. The role involves analyzing customer needs, making proactive service recommendations, and ensuring satisfaction throughout the service process. Ideal candidates will have strong communication skills and experience in a dealership environment, with opportunities for career growth.

Benefits

Career development opportunities

Inclusive company culture

Performance based incentive program

Comprehensive insurance coverage

Up to 20 days of paid leave

Qualifications

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

Responsibilities

• Proactively prepare for and make customer contacts.
• Analyze Maintenance plans and make recommendations to customers.
• Ensure customer satisfaction during workshop appointments.

Skills

Customer communication

Analytical skills

Problem-solving

Education

High school education

Job description

About Us:

Scania is a world-leading provider of transport solutions, including premium trucks and buses for heavy transport applications combined with an extensive product-related service offering. We offer vehicle financing, insurance, and rental services to enable our customers to focus on their core business and is also a leading provider of industrial and marine engines.

Scania celebrates 130 years of achievement and employs more than 50,000 employees in about 100 countries globally. Our company is headquartered in Södertälje, Sweden.

What We Can Offer You:

Looking for a rewarding and diverse career? Read on to see if joining us is the right opportunity for you.

• Career development and growth within Scania
• Inclusive company culture
• Work-life balance
• Performance based incentive program
• Long service awards
• Comprehensive insurance coverage
• Up to 20 days or more of paid annual leave etc and other leave benefits
• Comprehensive benefits such as Dental, Health & fitness benefits, Vending machine with monthly pre-stored value
• Annual health screening
• Further education opportunities
• Corporate discount with our exclusive group brands
• Company transport provided to and from designated pick-up points

What you'll be doing:

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

Before Service Sales – Contribute to services sales by analyzing customer needs and actively interact with them to find optimal solution.

• Listen to and identify customer needs
• Analyze Maintenance plan and recommend actions on deviations
• Perform trouble shooting according to checklists
• Give advice to customers
• Argue for suitable Maintenance solution
• Define the work to be done and create preliminary work order
• Book and organize customers workshop visits
• Check work order content and workshop resource planning
• Confirm that colleagues understands the work order
• Secure appointment with customer

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 reservation
• Verify that resources are allocated for the work to be carried out
• Cooperate with other departments to coordinate all necessary work for the customer
• Contact and call 3rd party when necessary
• Arrange for sub supplier jobs
• Take part in and contribute to the daily pulse meetings
• Participate in workshop management weekly meeting

During Service Customer workshop care – Take care of customer during work to ensure satisfaction.

• Receive the customer upon arrival
• Verify content of appointment
• Take over the vehicle from customer
• Offer customer additional work and/or parts
• Continually communicate with customers in case of changes or problems
• Open the work order
• Handle customer requests

After Service Vehicle Return – Form long term relationships with customers when returning vehicle through clear and active communications.

• Close the work order
• Issue all necessary invoice
• Explain to the customer the work that has been performed
• Recommend additional work that may be required
• Book the next appointment
• Hand over the vehicle to customer
• Register customer feedback

Administrative support and coordination – at workshop level

• Respond to general administrative enquiries and clerical support.
• Prepare the allowances for the technicians.
• Administer employee files and records of benefits and allowances.
• Maintain financial files and records.
• Manage the filing, storage and safety of the documents.
• Perform other related duties as required.
• Assist with all visitor/customer visitations and directing them to the correct channels.
• Maintain a safe and clean reception area by complying with procedures, rules and regulations.
• Provide information on missed calls and information on messages/notes to relevant staffs in a timely manner.
• Contributes to team success by completing designated tasks.

Good-to-have:

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

Next step in the recruitment process

Due to the volume of application, we regret only shortlisted candidates will be contacted by Scania People & Culture team. Personal data collected will be used for recruitment purposes only.

After the interview stage, shortlisted candidates are expected to receive an update from the People & Culture team within 2-4 weeks’ time on the next recruitment step.