Service Consultant (Volvo)

Responsibilities

• Provide professional guidance to customers on service and repair requirements, ensuring clarity, accuracy, and satisfaction.
• Take full ownership of each vehicle, from check-into handover, ensuring all work is completed correctly and thoroughly.
• Conduct thorough inspections during intake and before returning vehicles, documenting findings with photos and notes, and informing customers as appropriate.
• Monitor job progress closely and provide timely updates to customers; escalate any delays or issues to management immediately.
• Follow up with customers at least three times daily; all communications must be fully documented and verifiable.
• Ensure that all repair orders are updated and closed in a timely manner. Any unclosed orders must include a documented reason with all relevant details.
• Manage all parts requisitions efficiently and ensure customers are informed immediately, invite the customers to set an appointment, and send their cars for replacement upon arrival of the parts within 5 working days.
• Prepare and submit warranty documentation accurately to support smooth and successful claims.
• Handle daily invoicing, payment settlements, and related documentation with accuracy and professionalism.
• Ensure all vehicles are returned with full payment collected, and that all cases for the day - including after-hours collections are properly handed over and fully settled before closing.
• De-escalate customer issues effectively, manage expectations professionally, and escalate unresolved concerns to management.
• Collaborate with all staff, including sales teams, taking responsibility for post-sale customer concerns and keeping customers, sales & management team posted.
• Strive to achieve at least 5 positive Google reviews per month through excellent service and proper documentation, including achieving at least a monthly 280 paid sold hours.
• Maintain comprehensive records of all work, communications, and resolutions to ensure traceability for managerial oversight.
• Perform any other duties assigned by management, with full accountability for execution and documentation.
• Any other tasks as assigned by manager

Requirements

• Minimum NITEC in automotive technology, with a valid Singapore Class 3 Driving licence.
• Proven experience in automotive service advisory, ideally with both ICE and EV vehicles.
• Excellent communication and interpersonal skills; professional, courteous, and sales- and customer-focused.
• Strong technical understanding of vehicle maintenance, repair processes, and diagnostics.
• Highly proactive, detail-oriented, and disciplined in documentation, follow-up, and daily responsibilities.
• Results-driven with a commitment to achieving high customer satisfaction and documented performance standards.
• Team player who works effectively with colleagues in a fast-paced, customer-focused environment.
• Able to manage challenging situations calmly, professionally, and efficiently.
• Demonstrates accountability in all tasks, ensuring proper documentation for managerial review.