Job Responsibilities:
- Ensure good after-sales support to customers by rendering the highest level of customer service
- Attend to customers' requests for service bookings, inquiries, and complaints about their vehicles promptly
- Communicate with customers to establish the service or repair needs for their vehicles and translate these job requirements into comprehensive quotations for their agreement
- Promptly input daily transactions of vehicle service/repairs and where necessary generate reports for customers’ review
- Identify and assess customers' needs to achieve satisfaction
- Provide accurate and valid information with appropriate solutions and alternatives to handle customers' vehicle requirements and complaints
- Build sustainable relationships and trust with the customers and commit to increasing customers' engagement level
- Recommend suitable packages and add-ons for customers
- Follow up with the workshop on pending jobs to ensure adherence to completion timelines, and keep customers updated on the status of their vehicles
- Effectively handle multiple priorities, organise workload, meet deadlines, and perform detailed daily record-keeping and reporting
- Follow up on any outstanding payments
- Capture customers' feedback on the service levels, and present findings for Management's review
- Assist in evaluating and improving the current practices and processes and provide administrative support as part of workshop operation
- Any other ad-hoc duties assigned
Job Requirements:
- Minimum GCE ‘O’ Level or NITEC / Diploma in Automotive Technology or equivalent
- Experience in repair work scheduling and resource planning
- Good technical knowledge of car components and knowledge of repair estimates with the ability to identify and effectively solve problems
- Working knowledge of the motor insurance claim process would be an advantage
- Customer service-oriented, proactive and independent with a positive working attitude
- Strong attention to detail, organizational and time management skills
- Able to multi-task and prioritise, articulate issues, problem identification, evaluation, and provide resolution
- Team player with self–discipline and willingness to learn qualities
- Strong administrative and coordination qualities
- Good interpersonal and communication skills with the ability to build strong customer relationships
- Flexible, friendly, helpful nature, and a team player
- Computer literate and proficient in Microsoft Office applications (Excel and Word)
- Possess a valid Class 3 driving licence
