Assistant Manager, Customer Service

Company :

"Build the Future of Automotive with Us."

Since 1979, Performance Motors Limited (PML) has been an authorised dealer of BMW cars and official importer for BMW Motorrad in Singapore. As a long-time partner of this German luxury automotive brand, PML has come to be associated with great performance, driving pleasure and service excellence.

As part of Sime Group, ranked No. 25 in the Fortune Southeast Asia 500, we’re connected to a powerful network across nine markets in the Asia-Pacific region. With over 13,900 employees, Sime Motors is a leader in automotive assembly, importation, distribution, retail, and after-sales services.

What You’ll Be Doing

As the Assistant Manager, Customer Service, you will lead and support the Motor Claims team in delivering exceptional customer service, ensuring efficient accident reporting processes, and driving customer satisfaction through proactive engagement and operational excellence.

Customer Engagement & Service Excellence

• Ensure all customers are greeted promptly upon arrival and offered assistance throughout their visit.

• Clarify the purpose of each customer’s visit and ensure they are attended to by the appropriate Motor Claims Advisor.

• Provide accurate information on waiting times and manage customer expectations effectively.

• Proactively assist and engage with customers in the reception area to identify and fulfill their needs.

Accident Reporting & Claims Advisory

• Guide customers through the accident reporting process, ensuring all required documents are submitted.

• Advise customers on the appropriate type of claim to pursue based on their situation.

• Clarify customer mobility options and provide support where necessary.

• Assist with customer vehicle collection when the assigned Motor Claims Advisor is unavailable.

Operational Support & Escalation

• Ensure proper follow-up on accident reporting cases to meet work request timelines.

• Escalate unresolved issues to the relevant Manager as needed.

• Refer to the Workshop Manager for assistance in addressing complex customer needs.

• Maintain familiarity with the organizational structure to escalate issues effectively.

Performance & Initiative

• Actively contribute to achieving the monthly Net Promoter Score (NPS) targets.

• Originate and develop constructive ideas, especially during promotions, awareness campaigns, or discount periods.

• Seek new assignments and opportunities to improve service delivery and customer experience.

Who We’re Looking For

• Minimum Diploma holder with at least 8 years of experience in a Customer Service and Retail environment, including at least 2 years in a supervisory role.

• Prior experience in the Automotive Industry is required.

• Experience working in a Body and Paint Department is advantageous.

Why Join Us at Sime Motors?

• Be part of a trusted brand with a regional footprint

• Work with cutting-edge automotive technology

• Grow your career in a supportive, performance-driven culture