We are looking for 2 Automotive Advisors to join our team:
(1) A Service Advisor to provide excellent customer service, diagnose vehicle issues accurately, and recommend appropriate repairs for optimal customer satisfaction.
(2) A Claims Advisor to help assess customer vehicles for repairs, and write compelling descriptions for claim submission to insurers.
Why Join Us?
- Room for self-development and career progression as a growing workshop with an existing small team of Advisors
- Opportunity for internal promotion for employees with good performance
- Commissions, AWS and bonus payout (bonuses subject to company and individual performance)
- Marriage and birthday leave entitlements on top of annual and medical leave
- An engaging and nurturing working environment with on-the-job training by the Deputy General Manager and experienced seniors
Role 1: Service Advisor
Job Objectives:
- Attend to all requests from customers for modification, repair and maintenance jobs
- Make professional and appropriate repair recommendations to customers on necessary jobs
Core Responsibilities:
- Administer all documentation pertaining to costing, repair quotation and vehicle history files
- Assist customers in checking-in and out of their vehicles from the workshop
- Attend to phone calls, emails and drive-ins to address any customer concern
- Determine if technical solution can be resolved over the phone; escalate immediately to Foreman/Service Manager to provide immediate attention
- Able to perform troubleshooting of basic faults and problems of vehicles
- Conduct transactions with system; walk customer through correction(s) and provide summary
- Communicate estimated completion time, regular updates and follow through on each customer vehicle
- Follow-up and ensure overall customer satisfaction with the work performed
- Effectively handle multiple priorities, organise workload, meet deadlines and perform detailed daily record keeping and reporting
- Recommend suitable packages and/or add-ons for customers
- Any other ad hoc duties assigned
Role 2: Claims Advisor
Job Objectives:
- Gather relevant claims documents, supporting evidence and other related information
- Ensure claims and repairs approved by insurance companies or customers in the shortest time
- Estimate repair scope of work, cost and time needed as accurately as possible
- Coordinate all parts required for survey/re-survey with Body/Paint Shop
- Communicate effectively with Body/Paint Shop on the required repairs and services
Core Responsibilities:
- Receive, understand and record accident details, and ensure customers’ service needs are attended (including clear photos taken for submission)
- Advise customers on repair scope, time needed and cost where applicable
- Obtain all necessary documents and authorisation before and after commencement of repair work/claims
- When necessary, coordinate with leasing companies to arrange for replacement cars on behalf of customers
- Guide customers on accident and claims report updating
- Follow up with insurers on liability verdict. Escalate case if verdict is unjust to customers, if necessary
- Create Repair Order and communicate with Body/Paint Shop Supervisor on work scope and delivery date
- Coordinate with Parts Manager to reserve/order required parts
- Monitor and update customers on claims, repair and delivery statuses
- Maintain cordial relationship with all stakeholders
- Any other ad hoc duties assigned
Job Requirements:
- Minimum NITEC in a related course of study with at least 2 years of relevant experience in the automotive field
- Diploma Holders in a related course of study will be at an advantage
- Computer literate and proficient in Microsoft Office, particularly MS Excel
- Ability to communicate effectively
- Strong attention to detail, organisational and time management skills
- Ability to identify and effectively solve problems
- Ability to learn new tasks and skills quickly
- Flexible, friendly, helpful nature & team player
