Mon - Thurs 8:30 a.m. - 6 p.m.
Fri 8:30 a.m. - 5:30 p.m.
Alternate Sat 8:30 a.m. - 12:30 p.m.
Objectives
1) Ensure customer’s satisfaction by providing optimal customer care.
2) Ensure customer’s vehicles delivered on time and right condition.
3) Ensure relevant claims document, supporting evident and other related information are gathered.
4) Ensure claims and repairs approved by insurance companies or customers in shortest time.
5) Ensure repair scope of work, cost and repair time estimates are as accurate as possible.
6) Ensure all parts required for survey/re-survey are available by coordinating with Body/Paint Shop.
7) Ensure required repairs and services communicated to Body/Paint Shop.
Duties and Responsibilities
Daily
1) Receive, understand/record and ensure customers’ service needs attended.
2) Advise customers on repair scope, time and cost where applicable.
3) Obtain all necessary document and authorization (signed) before and after commencement of repair work/claims.
4) Where applicable, co-ordinate with leasing companies to arrange for replacement car on behalf of customers.
5) For insurance claims:
a. Gather and organise required information and document for claims submission.
b. Guide customers on accident and claims report updating.
c. File/ensure accident e-filing done within specified period for customers.
d. Advise customers on liability using the BOLA guide, claims procedure and other related matters.
e. Follow up with insurers on liability verdict. Where required, escalate case if liability verdict is unjust to customer.
f. Check and advise customers on payable Excess/Deductibles.
g. Conduct/coordinate with Estimator on car damage assessment, repair scope and cost estimate confirmation.
h. Ensure adequate and clear before and after repair photos taken for record and claims submission.
i. Finalise and document the scope of claims and recovery amount or value.
j. Prepare all required document for invoicing and claims submission.
6) Create Repair Order and communicate with Body/Paint Shop Supervisor on work scope and delivery date.
7) Ensure customers’ belongings (left behind in vehicle) secured and returned in condition as before.
8) Coordinate with parts staff to reserve/order required parts.
9) Monitor and update customers on claims, repair and delivery status.
10) Conduct final condition check before delivering car to customers. Feedback and arrange for rework where required.
11) Inspect car condition jointly with customer and explain work scope before handing over car to customer.
General
12) Handle customer complaints and escalate when higher authority intervention needed.
13) Maintain good relations and communication with Body/Paint Shop, inter-company staff and insurers.
14) Organise claims document in custody for easy monitoring and cover by other colleagues when required.
15) Maintain assigned work area in a clean and orderly manner.
16) Be a team player and render assistance to colleagues where necessary.
17) Assist in other company’s requirement when directed and work within the authority of the position
