Customer Service Advisor
Scania
Date: 1 week ago
Area: Sembawang, North
Contract type: Full time
Role Summary
The Customer Service Advisor works pro-actively to ensure the daily operation of the service reception and that the customer service needs and expectations are met, from customer enquiry through to completion of the invoice and follow-up. This work contributes to an optimized utilisation of the workshop and long profitable relations with the customers
Job Responsibilities
Professional Competencies (Duties and Tasks)
1. 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 2. 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 3. 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 4. 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 5. 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 6. After Service - Follow up customer work – Ensure thorough follow-up with customers after workshop Perform follow up calls to evaluate performance
Offer new booking
Store open work orders
Document all other actions and information 7. 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
Desirable Experience & Qualifications High school education
Relevant work experience in a dealership position recommended
Further education in relevant field an advantage Education
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 2. 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 3. 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 4. 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 5. 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 6. After Service - Follow up customer work – Ensure thorough follow-up with customers after workshop Perform follow up calls to evaluate performance
Offer new booking
Store open work orders
Document all other actions and information 7. 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
Desirable Experience & Qualifications High school education
Relevant work experience in a dealership position recommended
Further education in relevant field an advantage Education
- Short-Cycle Tertiary Education 5
See more jobs in Sembawang