Job description

Overview Of The Role:

• The Service Advisor plays a pivotal role within the Aftersales department, ensuring high standards of customer service, effective communication, and accurate service delivery. The role includes interacting with customers for initiating repair orders, obtaining their requirements, providing cost estimates, managing the workshop workflow, and managing delivery timelines. Service Advisors are accountable for achieving service revenue targets and maintaining high customer satisfaction scores, thus contributing significantly to the dealership's reputation and performance.

What You Will Do:

Customer Interaction

• Attend promptly and greet customers with a smile.
• Ask questions and record customer requests without delay.
• Collect accurate symptoms of complaints from customers for quick resolutions at the workshop.
• Empathize and clarify customer requests.

Repair Order Management

• Ensure adequate number of repair orders aligned with business flow.
• Provide detailed explanation of the work content.
• Check workshop situation and promise delivery time.
• Provide proper cost estimate and delivery time to customer.

Active Vehicle Delivery

• Ensure keeping promised time to customers.
• Check and ensure accordance of invoice and work performed.
• Inform customer after work completion and agree on pick-up time.
• Explain the job done and invoice clearly, guide to the cashier.
• Deliver the vehicle in person.

Service and Customer Satisfaction

• Ensure achievement of given revenue targets.
• Promote value-added services to customers.
• Obtain high standards of customer service values.
• Resolve customer concerns promptly and ensure satisfaction.

Dealer Certification and Development

• Ensure completion of dealer certification requirements.
• Prepare and enroll for skill contest events.
• Participate in HQSP certification.
• Engage in skills contest test papers.

Skills

Required Skills To Be Successful:

• Strong customer handling and interpersonal skills.
• Proficiency in automotive business processes and ERP systems.
• Effective communication in both verbal and written form.
• Ability to consistently achieve service revenue targets and high customer service values.

What Qualifies You For The Role:

• Diploma or Bachelor of Automobile/Mechanical Engineering.
• 3 to 5 years overall experience with an automobile dealership, with at least 3 years as a Service Advisor in the service department.
• Knowledge of automotive dealer/distributor business processes.
• Proficiency in MS Office and ERP skills.