Customer Service Advisor (Motor Vehicles)

at  TTS Eurocars Pte Ltd

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.

• 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.