Total 3 supp advisor job vacancies in D27 Yishun, Sembawang

Job Scope:

-Handling of customers complaints and issues
-Provide quotations for all service repair works
-Monitor the progress of repair/service and keep customers updated on the repair service issues
-Liaise with Service operation/technicians for all repair/customer service issues
-Liaise with suppliers for parts purchases and assist in inventory of spare parts
-Assist Operation Manager in all service related matters, including the planning and allocation of service resources
-Coordinate with customers for technical issues to meet customer technical requirements
-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 and drive-ins to address any customer concern
-Any other ad hoc duties assigned

Requirements:

*GCE 'O' or 'N' Levels / NITEC in Automotive Technology
* At least 2 years of customer service experience preferrably in the automotive industry
* Strong inclination to achieve customer satisfaction through delivering excellent service
* Excellent communication skills and enjoys interacting with multiple stakeholders to derive solutions for customer issues
*Possess Class 3 or 3A driving license.
*Good communication and interpersonal skills.
* Willing to work on Saturdays and sunday and off on weekday

*Send a resume with photo to 94520288 (what'sapp only) or [email protected] (email)

Before Service Prospecting – Proactively prepare for and make customer contacts.

• Create and work with customer calling lists
• Contact and call customers regarding current campaigns, to book next visit, offer repairs etc.
• Analyze Maintenance plans and make recommendations to customers
• Analyze remote diagnostics
• Record outcome of calls and visits
• Request and verify Maintenance plans

Before Service Sales – Contribute to services sales by analyzing customer needs and actively interact with them to find optimal solution.

• Listen to and identify customer needs
• Analyze Maintenance plan and recommend actions on deviations
• Perform trouble shooting according to checklists
• Give advice to customers
• Argue for suitable Maintenance solution
• Define the work to be done and create preliminary work order
• Book and organize customers workshop visits
• Check work order content and workshop resource planning
• Confirm that colleagues understands the work order
• Secure appointment with customer

Before Service Workshop scheduling - Contribute to the utilization of the workshop and its capacity by planning the work to be carried out.

• Create necessary time reservation
• Verify that resources are allocated for the work to be carried out
• Cooperate with other departments to coordinate all necessary work for the customer
• Contact and call 3rd party when necessary
• Arrange for sub supplier jobs
• Take part in and contribute to the daily pulse meetings
• Participate in workshop management weekly meeting

During Service Customer workshop care – Take care of customer during work to ensure satisfaction.

• Receive the customer upon arrival
• Verify content of appointment
• Take over the vehicle from customer
• Offer customer additional work and/or parts
• Continually communicate with customers in case of changes or problems
• Open the work order
• Handle customer requests

After Service Vehicle Return – Form long term relationships with customers when returning vehicle through clear and active communications.

• Close the work order
• Issue all necessary invoice
• Explain to the customer the work that has been performed
• Recommend additional work that may be required
• Book the next appointment
• Hand over the vehicle to customer
• Register customer feedback

Administrative support and coordination – at workshop level

• Respond to general administrative enquiries and clerical support.
• Prepare the allowances for the technicians.
• Administer employee files and records of benefits and allowances.
• Maintain financial files and records.
• Manage the filing, storage and safety of the documents.
• Perform other related duties as required.
• Assist with all visitor/customer visitations and directing them to the correct channels.
• Maintain a safe and clean reception area by complying with procedures, rules and regulations.
• Provide information on missed calls and information on messages/notes to relevant staffs in a timely manner.
• Contributes to team success by completing designated tasks.

Customer Service Advisor, CV Operations Department

Job Highlights

• Performance bonuses
• Comprehensive medical and insurance coverage
• Professional Development and Career Progression

Job Description

1. Represent the Company in a professional manner as a front line employee

2. Identifying and responding to customers’ needs by providing technical advice

3. Work as a team with internal and external stakeholders like customers, contactors, workshop & etc

4. Prepare quotation and raise Work Orders accordingly

5. Raise job orders to workshops & contractors

6. Liaise with controllers & contractors on service/repair quality and price of work

7. Follow up with workshop & contractors on the service / repair of the vehicles and feedback to customers

8. Update the service/repair schedule and vehicle collection with customers

9. To perform basic investigation into customers’ complains and rectify the problems by coming up with recommendation within guidelines

10. Escalate more pressing issues to Supervisors.

11. Performs ad hoc duties as assigned by Supervisors

Requirements

• Possesses problem solving ability & a customer centric mindset
• Good communication skills
• Proficient in basic MS Office
• Possesses problem solving ability & a customer centric mindset
• Prior working experience in the automotive industry in the workshop or similar role for at least 1 years preferred (will also consider those without)
• Strong customer fronting experience