Service Advisor - (BYD / Denza)

Harmony New Energy Auto Service (Singapore) Pte. Ltd.; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A prominent automotive service company in Singapore is seeking a Service Advisor to manage customer relations and oversee service processes. The ideal candidate should have over 2 years of experience in the automotive field, along with strong communication skills and the ability to upsell services effectively. The role includes greeting customers, managing repair orders, and coordinating with technicians. Join a dynamic team focused on high-quality service and customer satisfaction.

Qualifications

• 2+ years of experience as an automotive service advisor or similar role.

Responsibilities

• Greet customers promptly and professionally.
• Clearly communicate repair recommendations.
• Open repair orders and accurately document information.
• Schedule appointments and follow up on services.
• Identify additional service opportunities and upsell.

Skills

Strong communication and interpersonal skills

Ability to multitask and manage time effectively

Basic understanding of automotive repair processes

Proficient in using service management software

Excellent problem-solving and customer service skills

Education

High school diploma or equivalent; automotive certifications preferred

Job description

Job Title: Service Advisor (BYD/Denza)

Location: Ubi

Department: Aftersales Department

Customer Interaction

• Greet customers promptly and professionally, understanding their service needs.
• Clearly communicate repair recommendations and service options.
• Answer customer questions regarding their vehicle's condition, maintenance, and service history.
• Provide accurate estimates for services, parts, and labor, and obtain customer approval for repairs.

Service Management

• Open repair orders, ensuring all customer details, vehicle information, and service requirements are accurately documented.
• Schedule appointments for vehicle services and follow up with customers regarding completed work.
• Maintain clear and timely communication with customers about repair progress and any delays.
• Coordinate with technicians to prioritize and expedite repairs and services.

Sales and Upselling

• Identify additional service and repair opportunities, presenting them to customers based on vehicle inspections.
• Upsell and promote service packages, maintenance programs, and accessories.
• Actively contribute to achieving service department sales goals.

Administrative Support

• Maintain accurate records of customer interactions, repair orders, and service history.
• Ensure that all work orders are properly processed and completed according to dealership standards.
• Follow up on customer satisfaction surveys and resolve any complaints or issues in a timely manner.
• Keep track of warranty information and ensure compliance with manufacturer guidelines.

Quality Assurance

• Ensure all repairs and services meet company and industry standards for quality.
• Review completed jobs with technicians and ensure that no details are overlooked before the vehicle is returned to the customer.
• Perform final walk-arounds with customers, explaining completed work and ensuring satisfaction.

Team Collaboration

• Work closely with service technicians, parts department, and other team members to streamline the service process.
• Assist in the training of junior service advisors and support colleagues when necessary.
• Participate in service department meetings to discuss goals, customer feedback, and workflow improvements.

Qualifications & Education

• High school diploma or equivalent; automotive certifications or technical training preferred.

Experience

• 2+ years of experience as an automotive service advisor or in a similar customer service role in the automotive industry.

Skills

• Strong communication and interpersonal skills.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Basic understanding of automotive repair processes and terminology.
• Proficient in using service management software and office applications.
• Excellent problem-solving and customer service skills.

Attributes

• Detail-oriented and organized.
• Professional appearance and demeanor.
• Ability to work under pressure and meet deadlines.
• Strong sales acumen and the ability to upsell services.