Overview Of The Role:
- The Service Advisor acts as a representative of the Toyota-Lexus brand, facilitating an exemplary and engaged aftersales customer journey to enhance customer relations and retention. This position directly impacts the Customer Service Value (CSV) and Net Promoter Scores (NPS) for the branch, and it is pivotal to driving revenue achievements and meeting budgeted service and sales targets. The role demands extended hours to fulfill customer commitments and requires coordination with various teams including Reception Managers, Aftersales Managers, and Workshop Teams to optimize customer satisfaction and operational efficiency.
What You Will Do:
Customer Relationship Management
- Build long-term relationships with customers to ensure customer retention and loyalty.
- Effectively manage customer complaints to satisfactory closure of all complaints, sustaining and improving Customer Service Value and Net Promoter Scores.
- Actively engage with the customer through consultation on customer needs and service requirements throughout the whole service process to ensure the vehicle is fixed right the first time.
Sales and Revenue
- Achieve financial objectives by upselling and discount control, meeting monthly revenue targets.
- Coordinate with the Production Team to provide customers with timely progress updates to maintain the on-time delivery commitment.
Communication and Service Delivery
- Provide a detailed explanation of all work performed and costs associated with repairs at the time of vehicle delivery, ensuring customers understand the value of services rendered.
- Ensure active compliance with all Standard Operating Procedures, Company policies, and Distributor Programs, ensuring consistency in the customer experience.
Administrative and Policy Compliance
- Ensure 100% accuracy of data quality on all documents, supporting internal audit scores.
- Support revenue achievements and customer retention through adherence to organizational and brand policies.
Skills
Required Skills To Be Successful:
- Customer relationship management and retention strategies.
- Effective communication and multilingual capabilities (English and basic Arabic).
- Technical proficiency in automotive service processes.
- Financial acumen for upselling and achieving revenue targets.
What Qualifies You For The Role:
- Diploma or Bachelor of Automobile/Mechanical Engineering.
- 3 to 5 years of overall experience in the automotive industry, preferably in a similar service role.
- Working knowledge of MS Office and SAP; proficient customer handling skills; good communication skills and ability to converse in English and basic Arabic; technical proficiency in automotive service processes.
- Customer-oriented with excellent interpersonal skills, honest, responsible, culturally sensitive, and a strong team player.
