Job Summary
The Service Advisor is responsible for providing excellent customer service throughout the vehicle servicing and repair process. The role involves understanding customer concerns, preparing repair orders, coordinating with technicians and workshop teams, providing accurate updates, and ensuring timely delivery of vehicles while maintaining high levels of customer satisfaction.
Key Responsibilities
- * Welcome customers and understand their vehicle service, maintenance, and repair requirements.
- Conduct an initial vehicle inspection and accurately record customer concerns and requested services.
- Prepare job cards/repair orders and explain the required work, estimated cost, and expected completion time to customers.
- Coordinate with Workshop Supervisors, Technicians, Parts Department, and other relevant teams to ensure smooth and timely completion of work.
- Monitor the progress of vehicles in the workshop and provide regular updates to customers.
- Inform customers of any additional repairs or maintenance requirements and obtain approval before proceeding with additional work.
- Prepare cost estimates and ensure all labour and parts charges are correctly recorded.
- Handle customer inquiries, concerns, and complaints professionally and work towards timely resolution.
- Conduct vehicle handover upon completion of service and clearly explain the work carried out and any recommendations for future maintenance.
- Follow up with customers after service to ensure satisfaction and address any concerns.
- Maintain accurate records of customer details, vehicle history, service requests, and repair orders in the company system.
- Coordinate with warranty, parts, and insurance teams whenever required.
- Promote additional services, maintenance packages, accessories, and other aftersales products where appropriate.
- Ensure compliance with company policies, manufacturer standards, quality procedures, and health and safety requirements.
- Achieve assigned targets related to customer satisfaction, service retention, productivity, and revenue generation.
- Build and maintain strong, long-term relationships with customers.
