Service Advisor

Role Summary

The Service Advisor serves as the primary point of contact between the customer and the service department. Their role is to ensure customers receive exceptional service by accurately diagnosing vehicle issues, recommending appropriate services, and coordinating between customers, technicians, and parts departments. They aim to provide excellent customer experiences while optimizing service operations and meeting sales targets.

Responsibilities

• Greet customers and provide a warm welcome to the workshop.
• Conduct initial discussions to understand and document the customer's vehicle issues and service requirements.
• Open and manage job cards for each customer, recording detailed information about the vehicle, customer contact details, and service requirements.
• Ensure accurate documentation of customer concerns and requested services.
• Communicate with customers to explain recommended services, maintenance schedules, and associated costs.
• Provide clear and transparent explanations of required repairs and obtain customer approvals.
• Liaise with the workshop team to schedule and prioritize service jobs based on customer needs and workshop capacity.
• Communicate job details and customer expectations to the technicians and mechanics.
• Provide customers with accurate cost estimates for services, repairs, and parts.
• Obtain necessary approvals from customers before initiating any additional work beyond the initial estimate.
• Coordinate with the parts department to ensure the availability of required components for scheduled service jobs.
• Inform customers of any potential delays related to parts procurement.
• Keep customers informed about the progress of their vehicle service, including any unexpected issues or delays.
• Provide regular updates on the status of ongoing repairs.
• Perform quality checks on completed service work to ensure it meets established standards.
• Address any discrepancies or concerns with the workshop team to maintain service quality.
• Strive to achieve high levels of customer satisfaction by addressing concerns and ensuring a positive service experience.
• Collect feedback from customers and use it to enhance service delivery.
• Maintain accurate records of all service transactions, job cards, and customer interactions.

Qualifications & Experience:

• Diploma or Bachelor's degree in automotive technology, business, or a related field.
• Proven experience as a Service Advisor in an automotive workshop, preferably in the UAE market.
• Strong knowledge of automotive service processes, including repairs and maintenance.
• Excellent communication and interpersonal skills.
• Customer-focused with the ability to build and maintain positive relationships.
• Familiarity with workshop management software and tools.
• Ability to multitask and work effectively in a fast-paced environment.

Performance Indicators:

• Improvement in customer satisfaction score
• Job card accuracy rate - Correct documentation of customer concerns and service requirements
• On time service delivery
• Customer update and communication compliance

Pay: AED3,000.00 - AED4,000.00 per month

Application Question(s):

• Notice Period?

Work Location: In person