Job purpose: The Service Advisor is responsible for assisting customers with their service needs, providing detailed information about services offered, managing service schedules, and ensuring a smooth customer experience from drop-off to pick-up. They act as the liaison between customers and the service department, ensuring customer satisfaction and operational efficiency.
Job responsibilities
- Follow the NSSW standards in all customer touch points
- Responsible to attend high profile & major fleet customers.
- Promptness in receiving/greeting customers, understand their needs
- Proper inventory of customer’s vehicle and record customers’ requirements.
- Updating customer data base
- Re-confirm the Job requirements/Repair details/cost involved/delivery time etc. and obtaining customer’s approval.
- To arrange test drive as required jointly with customer
- Ensure legible and clear job advice and create job card
- Follow-up the job progress
- Provide feedback to customer for additional repairs, delayed delivery time and obtain approvals.
- Brief the customer on warranty coverage/Service contract coverage
- Promoting Service Contracts/other service products (upselling)
- Ensure job cards are closed on time
- Ensure car is cleaned and ready for delivery as per the promised date and set time.
- Notify customer in in advance in case of delay
- Receive customer, explain jobs carried out and charges, ensure payment and deliver the vehicle
- Achieving financial/non-financial targets (Labour sales/CSI/RO Nos/Service campaign targets etc.)
- Develop and maintain long term relationship to enhance customer retention
- Handle customer complaints on priority and bring it to the notice of the superiors.
- Attend customer queries promptly
- Ensure the pending job cards to be closed within the time limit
Educational Qualification
- Degree/3-year Diploma in Automobile/Mechanical Engineering.
Work Experience
- 3 years practical experience with Dealers in similar positions.
Competencies
- Customer handling & negotiation skills.
- Strong knowledge of vehicle systems, repairs, and maintenance services (preferred in automotive industries).
- Excellent customer service, communication, and interpersonal skills.
- Strong organizational and multitasking abilities.
- Ability to manage time effectively and prioritize tasks in a fast-paced environment.
- Proficiency in Microsoft Office Suite and service management software (preferred).
Languages
- English, Arabic is desirable
