Services Advisor

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia SAMACO Automotive Full time

Objectives

  • Ensure customer awareness of all products and services available.
  • Sell additional products, services and repair work as appropriate to customer needs and in accordance with individual and/or team targets.
  • Understand features and benefits of products and services and promote these accordingly.
    • Undertake prospecting to generate additional business.
  • Accurately maintain departmental systems including (but not limited to) customer records, job documentation, alternative transport and customer follow-up systems.
  • Carry out relevant preparation for the customer's visit (eg. pre-calls; print job cards; field campaigns, DISS reports, TPI's (Technical Product Information) etc.) in line with service core process, updating documentation accordingly.
  • Offer extra services to every customer, including a vehicle health check (VHC), bringing their attention to any relevant current service offers, linking to relevant benefits such as safety.
  • Visually inspect customer vehicles and loan cars, documenting any damage where relevant.
    • Provide customer estimates calculating accurate charges for all parts, labour and service repairs.
    • Promptly prepare and explain invoices following completion of work, ensuring charges/details are accurate.
    • Verify and obtain copies of documentation where relevant, such as customer's driving licence or insurance documents when issuing loan cars.
  • Gain prior authorisation from the customer for completion of work, including signatures as required.
    • Receive and process payments promptly and in accordance with company procedures.
    • Document all warranty work as per the manufacturer's requirements and company policy.
    • Meet all deadlines as set by your line manager, the company or the manufacturer.

Objective: Maximize service profitability through the use of professional sales techniques

  • Sell additional products, services and repair works in a professional manner

Objective: Maximize customer awareness of all available Retailer services

  • Ensure customer awareness of all products and services available
  • Approach all customers and assist with requests, including requests regarding parts, vehicle sales and repair
    • Maintain effective liaison with sales, parts and workshop teams
  • Ensure the tidiness of the reception desk to promote the professional image of the retail facility and that all displays / promotions, prices, materials etc are current and in first class condition

Objective: Ensure highest level of customer care and satisfaction at all times

  • Maintain a presence at the service reception desk, ensuring that all customer queries (whether in person or on the telephone) are answered or dealt with immediately
  • Answer customer's questions regarding technical problems in a manner that is easily understood and does not use excessive jargon, or find the appropriate member of staff to do so
  • Notify customers promptly of completion of work
  • Ensure account customers have sufficient credit to enable all work advised to be carried out as agreed
    • Handle dissatisfied customers calmly and all customer complaints to be brought to the attention of the Service Manager
  • Maintain high levels of customer satisfaction whilst maximising profits.
  • Ensure that all customers are received promptly, courteously and professionally at all times.
    • Conduct a thorough qualification to understand customer needs and requirements.
  • Communicate clearly, courteously and promptly via appropriate media.
  • Provide clear, tactful advice and explanations to customers, checking their understanding.
    • Ensure that all customer requests and queries are acknowledged and dealt with or forwarded to an appropriate person promptly.
  • Keep customers informed in relation to the progress of repairs, services or any general queries.
    • Manage the handover of the vehicle to the customer, providing them with a clear explanation of the works carried out on the vehicle ensuring that they have a full understanding, using non-technical language where appropriate.
  • Key Competencies
    Customer Focus
    • Approach every situation with a desire to understand and deliver
    • Listen effectively and communicate clearly
    • Use every contact with the customer to build a relationship
    • Take responsibility to ensure nothing is left to chance
    Operational Focus
    • Responding to customer requests
    • Booking in vehicles for service / repair
    • Checking in vehicles
    • Track vehicle through the workshop
    • Handover the vehicle
    • Achieve incremental sales
    • Use technology effectively
    • Manage your own performance
    • Contribute to effective working
    • Deal with customer complaints
    • Contribute to improved service processes
    Business Focus

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