Service Advisor
Job Description
Overview of the role
We are seeking a dynamic individual to join our team as a Service Advisor. In this role, you’ll play a crucial part in ensuring customer satisfaction by overseeing the entire service process, from initial inquiry to vehicle delivery.
Responsibilities
What you will do
- Customer Engagement: Welcome customers with a warm smile and prompt attention, creating a positive first impression.
- Effective Communication: Utilize open-ended questions to understand customer needs thoroughly and accurately record their requests without delay.
- Diagnostic Excellence: Collect accurate information of complaints from customers to facilitate quick resolutions in the workshop, demonstrating empathy and clarity in addressing concerns.
- Administrative Efficiency: Prepare job cards and ensure adequate documentation of repair orders, maintaining a seamless flow of business processes.
- Timely Coordination: Collaborate with workshop personnel to manage repair timelines effectively, providing transparent updates to customers and obtaining approvals for additional repairs when necessary.
- Quality Assurance: Verify invoice accuracy and adherence to agreed-upon work performed, ensuring alignment with customer expectations.
- Customer Satisfaction: Inform customers promptly upon service completion, providing clear explanations of work performed and associated invoices, and guiding them through the payment process.
- Personalized Service: Deliver vehicles in person, offering a final opportunity to address any questions or concerns and ensuring a smooth handover.
Skills
Required skills to be successful
- Diploma or Bachelor in Automotive / Mechanical Engineering
- 3 to 5 years overall experience with automotive dealership
- 3 years experience as a Service Advisor preferably in Buses/Commercial Vehicles
- Working knowledge of MS Office, customer handling and good communication skills
About the team The role will report to the Workshop Manager and you'll have the opportunity to work alongside experienced professionals who are committed to delivering outstanding service experiences and driving customer loyalty. What equips you for the role
- Automotive Expertise: Demonstrated understanding of automotive industry, with a focus on buses or commercial vehicles
- Technical Proficiency: Working knowledge of MS Office and ERP systems, coupled with the ability to comprehend technical root causes of vehicle issues
- Customer-Centric Approach: Exceptional customer handling skills with a commitment to delivering high standards of service
- Effective Communication: Strong verbal and written communication skills, facilitating clear and concise interactions with both customers and internal stakeholders
- Problem-Solving Ability: Logical thinking skills to analyze and resolve customer concerns efficiently, ensuring maximum satisfaction
