Service Advisor

Roles and responsibilities

• Customer Interaction and Consultation:

  • Greet customers and determine their needs related to vehicle service, maintenance, or repairs.
  • Advise customers on the type of services required, including routine maintenance (e.g., oil changes, tire rotations), repair work, and potential upgrades or replacements.
  • Explain the benefits of certain services or repairs in clear and customer-friendly language.
  • Address customer concerns, answer questions, and manage any complaints or issues with professionalism and courtesy.

• Service Estimates and Invoicing:

  • Provide customers with accurate cost estimates for services and repairs based on vehicle assessments.
  • Break down costs for parts, labor, and any additional services in a way that is easy for customers to understand.
  • Prepare invoices and explain the final costs after the service is completed.
  • Process payments, handle billing inquiries, and manage financial transactions efficiently.

• Scheduling and Service Coordination:

  • Schedule appointments for vehicle servicing and repairs, ensuring timely completion of services.
  • Coordinate with service technicians and mechanics to ensure the proper parts and tools are available for the job.
  • Keep track of service timelines and follow up with customers about progress or completion dates.

• Diagnostics and Recommendations:

  • Work with technicians to diagnose vehicle issues and relay this information to the customer.
  • Based on diagnostic results, advise customers on necessary repairs, maintenance, or part replacements.
  • Offer service recommendations based on manufacturer guidelines or best practices.

• Parts Management:

  • Ensure that necessary parts are available for the service being performed.
  • Work with parts departments to order and receive parts in a timely manner.
  • Keep customers informed about parts availability or any potential delays in service due to parts shortages.

• Customer Relationship Management:

  • Maintain strong relationships with customers, ensuring that their service experience is positive and meets or exceeds expectations.
  • Follow up with customers after service to ensure satisfaction and address any ongoing concerns.
  • Keep a record of customer preferences, past services, and vehicles for future reference.

• Record Keeping and Documentation:

  • Maintain accurate records of customer interactions, vehicle service history, and repair details.
  • Update service records in the company’s management system to track service progress and create reports.
  • Ensure all service forms, repair orders, and related documentation are properly filed and accessible.

• Upselling and Cross-Selling Services:

  • Identify opportunities to offer additional services, such as extended warranties, vehicle detailing, or parts replacements.
  • Promote and sell new products or services that could benefit the customer or enhance their vehicle’s performance or longevity.

Desired candidate profile

• The primary focus of this role is to provide the customer with a positive experience by noting down the jobs required, provide an estimate with job explanation, prepare the job card, follow up on the jobs in the workshop, take approvals for additional repairs, inform the customer of any delays, deliver the vehicle and explain the invoice to customer.
  

What you will do:

• Ask questions and record customer concerns and complaints
• Empathize and clarify customer requests
• Check workshop situation and promise delivery time
• Check and ensure accordance of invoice and work performed
• Inform customer after work completion and agree on pick up time
• Clear explanation of the job done and invoice and guide to the cashier
• Promotion of value added services
• Resolution of customer concerns at the earliest time to ensure satisfaction
  

Required skills to be successful:

• Customer service
• Upselling skills
• Excellent communication
• Problem solving
  

About the team:

• The role will report to the Aftersales Manager and you will be working in a dynamic workshop environment dealing directly with Workshop Supervisor, Controller, Foreman & Technicians on a daily basis.
  

What equips you for the role:

• Minimum of 2-3 years’ experience as a Service Advisor in an automotive dealership
• Technical knowledge provides up-to-date technical information in response to customer inquiries
• Excellent customer service, willing to go the extra mile
• Strong English communications skills, Arabic is an added advantage