Service Advisor & Claims Officer

Our client is looking for a hands-on and customer-focused Service Advisor & Claims Officer to be the main point of contact between customers and the workshop.

The role will be responsible for handling customer enquiries, coordinating service appointments, monitoring repair progress, preparing service documentation, and managing warranty and insurance claims for commercial/industrial vehicles and lifting equipment.

Key Responsibilities

• Attend to customer enquiries via walk-ins, phone calls, emails and online channels.
• Schedule workshop appointments and coordinate service bookings.
• Explain repair requirements, quotations, service recommendations and estimated completion timelines to customers.
• Provide regular updates on repair progress and vehicle or equipment status.
• Coordinate daily workflow between customers, technicians, workshop supervisors and the Parts Department.
• Prepare service reports, work orders, quotations, repair estimates, invoices and supporting documents.
• Ensure repair documentation, photographs, technician reports and service records are complete and accurate.
• Manage warranty claims with equipment manufacturers, distributors and suppliers.
• Liaise with insurers, surveyors, loss adjusters and customers on accident repair and insurance claims.
• Track outstanding claims, approvals, recoveries and reimbursements until final settlement.
• Coordinate LM/LG and NEA inspections and maintain related certification records.
• Process customer payments and follow up on outstanding payments with the Finance Department.
• Support fleet, government and special project documentation, including vehicle handover, delivery and inspection records.
• Assist with general administrative duties and ad-hoc tasks assigned by Management.

Job Requirements

• Minimum GCE ‘O’ Level, Nitec, Higher Nitec or Diploma in Business, Automotive Engineering or related discipline.
• At least 2 years of experience in customer service, workshop service advisory, automotive after-sales or a similar environment.
• Experience in warranty administration or insurance claims for commercial vehicles, heavy equipment or lifting equipment will be an advantage.
• Good communication and interpersonal skills.
• Strong organisational skills with the ability to manage multiple tasks and follow up closely.
• Proficient in Microsoft Office applications.
• Experience with ERP, Workshop Management System or Dealer Management System will be an advantage.
• Customer-focused, detail-oriented and able to work independently in a fast-paced workshop environment.
• Hands-on, responsible and willing to support both service advisory and administrative duties.