Customer Service Advisor

Scania Group; Singapore; On-site; SGD 30,000 - 42,000; Full time

Job summary

A leading company in the automotive sector is seeking a Customer Service Advisor to enhance customer satisfaction and ensure smooth workshop operations. This role involves proactive customer engagement, teamwork, and effective communication to build lasting client relationships. Candidates should have a high school education and relevant experience in the automotive industry.

Qualifications

• High school education required.
• Relevant dealership experience preferred.
• Further education in relevant field advantageous.

Responsibilities

• Prepare for and make customer contacts proactively.
• Plan work to optimize workshop capacity.
• Ensure customer satisfaction during vehicle service.
• Build long-term relationships through clear communication.
• Perform follow-up calls and support workshop administration.

Skills

Customer Service

Communication

Analytical Skills

Problem Solving

Education

High School Education

Short-cycle Tertiary Education

Job description

Role Summary
The Customer Service Advisor works proactively to ensure the daily operation of the service reception and that customer service needs and expectations are met, from customer enquiry through to invoice completion and follow-up. This role contributes to optimized workshop utilization and building long-term profitable customer relationships.

Job Responsibilities
Professional Competencies (Duties and Tasks)

1. Before Service Prospecting – Prepare for and make customer contacts proactively.
   Create and manage customer calling lists.
   Contact customers regarding current campaigns, book visits, and offer repairs.
   Analyze maintenance plans and make recommendations.
   Analyze remote diagnostics.
   Record call and visit outcomes.
   Verify maintenance plans.
   
2. Before Service Sales – Contribute to service sales by analyzing customer needs and interacting to find optimal solutions.
   Identify customer needs.
   Analyze maintenance plans and recommend actions on deviations.
   Troubleshoot using checklists.
   Advise customers.
   Advocate for suitable maintenance solutions.
   Define work to be done and create preliminary work orders.
   Schedule workshop visits.
   Check work order content and resource planning.
   Ensure colleagues understand the work order.
   Secure customer appointments.
   
3. Workshop Scheduling – Plan work to optimize workshop capacity.
   Create time reservations.
   Verify resource allocation.
   Coordinate with other departments and third parties.
   Arrange subcontractor jobs.
   Participate in daily pulse meetings and weekly workshop management meetings.
   
4. During Service Customer Workshop Care – Ensure customer satisfaction during vehicle service.
   Greet customers, verify appointment content, and take over vehicles.
   Offer additional work or parts.
   Communicate updates or issues.
   Open work orders.
   Handle customer requests.
   
5. After Service Vehicle Return – Build long-term relationships through clear communication.
   Close work orders.
   Issue invoices.
   Explain performed work.
   Recommend additional work.
   Schedule next appointments.
   Handover vehicles.
   Register customer feedback.
   
6. Follow-up and Administrative Support – Follow up post-service, respond to inquiries, and support workshop administration.
   Perform follow-up calls.
   Offer new bookings.
   Maintain records and files.
   Support visitor management and maintain a safe reception area.
   Provide timely communication of messages.
   Contribute to team success.
   
7. Qualifications & Experience
   High school education.
   Relevant dealership experience preferred.
   Further education in relevant field advantageous.
   

Education
Short-cycle tertiary education preferred.