About the Role
We are looking for a customer-focused and results-driven Automotive Service Advisor to join our Aftersales team. The successful candidate will act as the key link between customers and the workshop, ensuring an excellent customer experience while achieving service, labor, parts, and customer satisfaction targets.
Responsibilities
- Build strong rapport and maintain professional relationships with customers to establish trust and confidence.
- Proactively identify upselling opportunities and consistently work toward achieving monthly KPIs and sales targets.
- Drive daily labor and parts sales while effectively monitoring and minimizing Work in Progress (WIP), maintaining WIP at below 3% on a monthly basis.
- Listen carefully to customers, identify their vehicle concerns, and ask relevant probing questions to accurately understand and document reported problems.
- Conduct road tests when required to confirm reported concerns and verify that repairs have been successfully completed.
- Maintain regular communication with customers throughout the repair process, including providing repair estimates and obtaining approval before work begins.
- Explain appointment and scheduling procedures and confirm the appropriate payment method, including cash, warranty, or other applicable arrangements.
- Maintain effective communication with Workshop Team Leaders and Technicians to obtain updates and provide customers with accurate repair status information.
- Identify and recommend appropriate additional maintenance and repair services based on the customer's vehicle requirements.
- Maintain a strong focus on Customer Satisfaction (CSI) and Net Promoter Score (NPS), consistently delivering customer excellence and achieving a minimum of 80% positive scores.
- Perform other related duties and responsibilities as assigned by management.
Key Performance Areas
The successful candidate will be expected to demonstrate consistent performance in:
- Customer Excellence
- Labor & Parts Sales
- Upselling
- WIP Management
- CSI & NPS
- Workshop Coordination
- Customer Communication
We are seeking an individual who is:
- Customer-oriented with excellent interpersonal and communication skills.
- Sales-focused and confident in identifying additional service opportunities.
- Results-driven with a strong commitment to achieving KPIs and targets.
- Able to understand customer vehicle concerns and communicate technical information clearly.
- Highly organized and capable of managing multiple customer and workshop requirements simultaneously.
- A strong team player who can effectively coordinate with technicians and workshop leadership.
- Professional, proactive, and committed to delivering a high-quality customer experience.
Why Join Us?
Join our Aftersales team and play a key role in delivering an exceptional customer experience while contributing directly to the growth and performance of our automotive service operations.
