Main Purpose of Job:
The Service Advisor is the ambassador of the brand and the customer’s primary point of contact throughout their ownership experience. He/She coordinates and schedules service and repair work, ensures clear communication between customer and workshop, and delivers seamless, premium experience from reception to vehicle handover. The SA combines technical expertise with empathy, professionalism, and accountability ensuring every customer interaction reflects trust, transparency, and the brand’s commitment to excellence.
Responsibilities:
Customer Service
- Listen to and document customer concerns and issues with their vehicle.
- Provide clear and concise explanations of recommended services and repairs.
- Offer advice on vehicle maintenance and warranties.
Service Consultation and coordination
- Schedule service appointments and manage the service workflow.
- Coordinate with technicians to ensure timely and accurate diagnostics and repairs.
- Keep customers informed of the status of their vehicle throughout the service process.
- Review the service and repairs completed with the customer, ensuring satisfaction.
- Upselling product and packages to boost department revenue
Administration
- Prepare and present accurate cost estimates for labor, parts, and additional services.
- Process service orders, invoices, and payments.
- Maintain detailed records of services performed and parts used.
- Ensure VoC (Voice of customers) NPS score met the BMWAsia target.
Requirements
Minimum 2-3 years experience as Service Advisor in automotive industry preferred.
GCE 'O' Level/Diploma with strong customer service background.
Excellent communication, interpersonal, and problem-solving skills.
Proficient in Microsoft Office and service management systems.
Results-oriented with ability to handle multiple priorities.
Passionate about customer satisfaction and continuous improvement.
Singapore Citizens/Permanent Residents preferred.
