Job Title: Service Advisor (Accident Reporting & Insurance Claims)

Location: Singapore
Department: Aftersales / Service
Reports To: Service Manager / Aftersales Manager

Job Summary

The Service Advisor is responsible for providing professional customer service and managing the end-to-end accident reporting, insurance claims, and vehicle repair coordination process. This role serves as the key liaison between customers, insurance companies, and the Body & Paint Workshop to ensure efficient claims processing, accurate repair assessments, and timely vehicle delivery while maintaining high customer satisfaction.

Key Objectives

• Deliver excellent customer service by providing clear communication and timely updates throughout the repair process.

• Ensure efficient handling of accident reporting, insurance claims, and repair approvals.

• Coordinate effectively with internal teams, insurers, and workshops to ensure accurate repair assessments and timely completion.

• Maintain proper documentation and compliance with insurance and company procedures.

• Ensure vehicles are repaired to quality standards and returned to customers in satisfactory condition.

Key Responsibilities

1. Customer Service & Consultation

• Attend to customers professionally and assess vehicle damage following accidents or incidents.

• Advise customers on repair scope, estimated cost, claim procedures, and expected repair timelines.

• Guide customers through accident reporting and insurance claim procedures.

• Address customer enquiries, concerns, and complaints promptly to maintain customer satisfaction.

2. Accident Reporting & Insurance Claims

• Assist customers with accident reporting and e-filing submissions in accordance with insurance and regulatory requirements.

• Collect and verify all necessary documentation including accident reports, photos, insurance details, and supporting evidence.

• Liaise with insurance companies regarding liability decisions, claim approvals, and claim status updates.

• Prepare and organize claim documentation for submission to insurers.

• Follow up on outstanding approvals and escalate issues when required to ensure timely processing.

3. Repair Coordination

• Assess vehicle damage together with estimators and confirm repair scope and claim values.

• Prepare and create repair orders and coordinate repair schedules with the Body & Paint Workshop.

• Communicate repair requirements clearly to workshop supervisors and technicians.

• Coordinate with the parts department to ensure required parts are reserved or ordered in advance.

4. Repair Monitoring & Customer Updates

• Monitor repair progress to ensure work is completed within agreed timelines.

• Provide regular updates to customers regarding claim status, repair progress, and expected vehicle collection dates.

• Address any changes in repair scope or costs and obtain necessary approvals.

5. Vehicle Delivery & Quality Assurance

• Conduct final checks on completed repairs before vehicle handover.

• Ensure customer belongings are secured and returned properly.

• Explain completed repair work to customers and ensure customer satisfaction during vehicle collection.

Administrative & Operational Duties

• Maintain proper documentation and organized claim files for easy reference and compliance.

• Maintain strong communication with insurers, customers, and internal departments.

• Ensure work areas and customer service areas are clean, organized, and professional.

• Support team members and assist with departmental duties when required.

• Escalate complex cases or customer complaints to management when necessary.

Requirements

• Minimum Diploma or equivalent qualification, preferably in Automotive Engineering, Business, or related field.

• 2–5 years of experience in automotive service advisory, accident reporting, or insurance claims handling.

• Familiarity with motor insurance claims procedures in Singapore is highly preferred.

• Strong customer service and communication skills.

• Ability to multitask and coordinate between customers, insurers, and workshop teams.

• Basic understanding of automotive repair processes and vehicle damage assessment.