Job description:
Job Title: Service Advisor
Company: SAS- Lexus Dealer
Location: Baghdad
Overall Objective of the Job:The Service Advisor is responsible for delivering exceptional customer service and ensuring the smooth and efficient operation of the Service Department. The role involves understanding customers’ vehicle service needs, recommending appropriate maintenance and repair solutions, coordinating with the Service Department, and ensuring a high level of customer satisfaction throughout the service process.
Tasks and Responsibilities:
- * Provide exceptional customer service by welcoming customers, assessing their vehicle service needs, and recommending appropriate maintenance and repair services.
- Schedule service appointments and coordinate with the Service Department to ensure the timely completion of vehicle repairs and maintenance.
- Maintain regular communication with customers throughout the service process, providing updates on vehicle status, repair progress, and any additional service requirements.
- Prepare service estimates and clearly communicate pricing, repair requirements, and service recommendations to customers.
- Assist customers with warranty claims and ensure all required documentation is completed accurately and submitted in a timely manner.
- Address customer inquiries, concerns, and complaints professionally and ensure appropriate solutions are provided to maintain customer satisfaction.
- Maintain accurate and up-to-date records of customer interactions, service transactions, repair orders, and vehicle service history.
- Assist in training and mentoring Junior Service Advisors by providing guidance, sharing knowledge, and supporting their daily activities.
- Collaborate with the Service Department and other relevant teams to identify opportunities for process improvement and enhance the overall customer experience.
- Maintain up-to-date knowledge of vehicle products, service procedures, warranty policies, and automotive industry trends to effectively advise customers and respond to their inquiries.
Job Requirements
- * Bachelor’s degree in Automotive Engineering, Mechanical Engineering, Business Administration, or a related field is preferred.
- 2–3 years of experience in automotive after-sales, service advising, or a related customer service role.
- Previous experience in an automotive dealership or automotive service environment is highly preferred.
- Good knowledge of automotive products, vehicle systems, maintenance, and repair procedures.
- Strong customer service, communication, and relationship management skills.
- Ability to understand customer concerns, identify service requirements, and explain technical information clearly and effectively.
- Strong coordination, follow-up, and organizational skills to ensure the timely completion of vehicle services.
- Proficiency in Microsoft Office and automotive service management systems.
- Good reporting, documentation, problem-solving, and decision-making skills.
- Good English communication skills; Arabic is essential.
- Professional appearance and excellent customer-handling skills.
- Ability to work effectively under pressure and achieve customer satisfaction and service-related targets.
