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Service Advisor
2 weeks ago
The Service Advisor acts as the main point of contact between customers and the service department, ensuring a smooth and efficient service experience. This role is responsible for receiving customer vehicles, understanding service needs, preparing job orders, coordinating with the workshop, and ensuring high levels of customer satisfaction.
Key Responsibilities
- Greet customers and assess their service requirements in a professional and friendly manner.
- Open service repair orders, document customer concerns, and ensure accurate data entry in the system.
- Provide service recommendations, cost estimates, and obtain customer approvals before work begins.
- Coordinate with the workshop team to ensure timely and accurate repairs.
- Follow up with customers regarding vehicle status, additional work needed, and delivery timelines.
- Conduct vehicle delivery briefing, review completed work, and explain invoices and warranty coverage.
- Ensure customer complaints are handled efficiently and escalate complex cases when necessary.
- Maintain strong product and technical knowledge to support customer inquiries.
- Monitor open repair orders and ensure all are closed within standard timeframes.
- Promote service campaigns, maintenance packages, accessories, and upselling opportunities.
- Ensure compliance with company processes, safety regulations, and manufacturer standards.
Requirements
- Proven experience as a Service Advisor in the automotive sector.
- Strong knowledge of vehicle maintenance and repair processes.
- Excellent communication and customer service skills.
- Ability to multitask, prioritize, and manage high customer volume.
- Proficiency in DMS/ERP systems and MS Office.
- Fluency in English (Arabic is an advantage in GCC markets).
- Diploma or Bachelor's Degree in Automotive Technology, Business, or related field (preferred).
Key Competencies
- Customer relationship management
- Technical understanding of automotive services
- Problem-solving and decision-making
- Time management and organization
- Sales and upselling skills
