Key responsibilities
Customer management & sales
- Serve as the primary customer-facing representative of the business — managing walk-in enquiries, phone and digital communications, and service consultations.
- Actively drive workshop sales by converting enquiries into confirmed job orders, upselling relevant services, and building long-term customer relationships.
- Manage the end-to-end car sales process including sourcing, listing, negotiating, and closing used vehicle transactions on behalf of the company.
- Handle all customer complaints, disputes, and escalations professionally to ensure high retention and satisfaction.
Workshop operations & job management
- Oversee daily workshop operations including job card creation, work allocation to technicians, progress tracking, and vehicle delivery.
- Manage parts and consumables ordering, ensuring stock availability and cost-effective procurement from suppliers.
- Liaise directly with suppliers and vendors for purchase orders, pricing negotiations, delivery scheduling, and dispute resolution.
- Ensure all workshop activities comply with LTA, NEA, and relevant regulatory requirements.
Accident claims & insurance management
- Handle the full accident claims process from first notification of loss (FNOL) through to settlement — including documentation, surveyor coordination, insurer liaison, and repair authorisation.
- Liaise with insurance companies, loss adjusters, and third-party claimants to expedite claim approvals and minimise recovery time.
- Advise customers on their claims entitlements, repair timelines, and loan vehicle arrangements.
- Maintain accurate records of all open and closed claims for audit and compliance purposes.
Invoicing, billing & financial administration
- Prepare, issue, and track all customer invoices for workshop jobs, vehicle sales, and ancillary services.
- Manage collections and follow up on outstanding payments from customers and insurers.
- Process and verify supplier invoices, purchase orders, and payments.
- Perform monthly bookkeeping and basic accounting tasks including reconciliation of accounts receivable/payable, petty cash management, and preparation of simple P&L summaries for director review.
- Maintain accurate financial records and support the external accountant or auditor during periodic reviews.
Digital marketing & social media
- Plan, create, and publish content across the company's social media platforms (Facebook, Instagram, TikTok, etc.) to drive brand awareness and generate workshop and car sales leads.
- Monitor and respond to online enquiries, reviews, and messages across all digital channels.
- Develop promotional campaigns, seasonal offers, and digital marketing initiatives to grow the customer base.
- Track performance metrics and adjust content strategy to maximise reach and lead conversion.
Human resource & administrative management
- Assist in the recruitment, onboarding, and day-to-day management of workshop and administrative staff.
- Handle staff scheduling, leave management, and performance monitoring in accordance with MOM regulations and the Employment Act.
- Manage general office administration including filing, correspondence, licence renewals, and regulatory submissions.
- Act as the key liaison for all external parties including government agencies, insurance companies, fleet clients, and trade partners.
Strategic support & problem resolution
- Identify operational bottlenecks, service gaps, and business risks — and independently devise and implement solutions.
- Support the directors in evaluating new business opportunities, pricing strategies, and service expansions.
- Prepare regular operational and financial reports for management review.
- Exercise sound judgment and decision-making authority in the absence of the directors to ensure uninterrupted business continuity.
