Service Advisor

Roles and responsibilities

This role is the representation of the brand & division to the customer, and maintains customer relations to ensure an end-to-end engaged Aftersales customer journey, that leads to revenue achievement & customer retention.

What you will do:

• Build long-term relationships with customers to ensure customer retention & loyalty.
• Achieve financial objectives by upselling & discount control, to meet monthly revenue targets.
• Actively engage with the customer through consultation on customer needs & service requirements, through the whole service process, in order to ensure vehicle is fixed right the first time.
• Coordinate with the Production Team to ensure timely progress update of Vehicle to customers at all times to keep the customer informed and to maintain the on-time-delivery commitment.
• At the time of delivery (of the vehicle), ensure that the customer is provided detailed explanation of all work performed & cost associated with those repairs, for the customers to understand the value-addition of services rendered by the business.
• Effectively manage customer complaints to satisfactory closure of all complaints, to sustain & improve the Customer Service Value & Net Promoter Scores.
• Active compliance to all Standard Operating Procedures, Company policies & Distributor Programs to ensure consistency in the customer experience.
  

Required Skills To Be Successful:

• Minimum 3 years experience with automotive industry, preferably in a similar service role related with EV’s.
• 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 speaker an added advantage!
  

About The Team:

• The role will report to the Aftersales Manager and you will be working in a busy workshop environment wherein you will be dealing directly with Customers, Service Managers, Aftersales Managers, Worshop Teams & Technicians on a daily basis.

Desired candidate profile

1. Customer Service Skills:

• Communication: Strong verbal and written communication skills are essential for explaining technical issues to customers in simple, understandable terms.
• Empathy: Ability to empathize with customers’ concerns, especially when they are facing car troubles or other service-related issues.
• Problem-Solving: Ability to address and resolve customer complaints or concerns effectively, providing a positive customer experience.

2. Product and Service Knowledge:

• Technical Knowledge: While a Service Advisor doesn’t necessarily need to be a technician, having a basic understanding of how vehicles (or other products, depending on industry) work and what may be causing issues can help in explaining repairs or services to customers.
• Service Offerings: Knowledge about the specific services provided (oil changes, tire rotations, diagnostics, repairs, etc.) and the ability to explain these services to customers.
• Warranty and Insurance Knowledge: Understanding the different types of warranties, service contracts, and insurance options can be crucial when advising customers on repairs.

3. Sales Skills:

• Up-Selling and Cross-Selling: Service Advisors often need to recommend additional services or products that would benefit the customer’s vehicle or situation, such as tire replacement, brake service, or oil changes.
• Estimating Costs: Providing accurate service estimates based on customer needs and expectations, balancing profitability with customer satisfaction.

4. Organization and Time Management:

• Scheduling: Handling multiple customer appointments, coordinating repair schedules, and managing the workflow between the service department and technicians.
• Prioritization: Managing a variety of tasks efficiently, especially when dealing with multiple customers or service requests at once.
• Record-Keeping: Keeping detailed service records and tracking customer preferences, previous repairs, and any issues for future reference.