Service Advisor

Job Purpose

The Service Advisor is responsible for assisting customers with their service requirements, providing detailed information about the services offered, managing service schedules, and ensuring a seamless customer experience from vehicle drop-off to pick-up They serve as the key liaison between customers and the service department, ensuring customer satisfaction, effective communication, and smooth operational processes

Job Responsibilities:

• Follow NSSW standards at all customer touchpoints

• Attend to high-profile and major fleet customers

• Greet customers promptly and understand their needs

• Maintain accurate inventory of customers’ vehicles and record their requirements

• Update the customer database regularly

• Re-confirm job requirements, repair details, costs, delivery time, etc, and obtain customer approval

• Arrange test drives as required in coordination with the customer

• Ensure job advice is clear and legible and create job cards

• Follow up on job progress and provide updates to customers regarding additional repairs, delays, and approvals

• Brief customers on warranty coverage and service contract coverage

• Promote service contracts and other service products (upselling)

• Ensure job cards are closed on time

• Ensure vehicles are cleaned and ready for delivery on the promised date and time

• Notify customers in advance in case of delays

• Receive customers, explain jobs carried out and charges, ensure payment, and deliver vehicles

• Achieve financial and non-financial targets (labour sales, CSI, RO numbers, service campaign targets, etc)

• Develop and maintain long-term relationships to enhance customer retention

• Handle customer complaints promptly and escalate to superiors when necessary

• Respond to customer queries promptly

• Ensure pending job cards are closed within the specified time limit

Educational Qualification:

• Degree or 3-year Diploma in Automobile/Mechanical Engineering

Work Experience:

• Minimum 3 years of practical experience with dealers in similar positions

Competencies:

• Customer handling and negotiation skills

• Strong knowledge of vehicle systems, repairs, and maintenance services (preferably within the automotive industry)

• Excellent customer service, communication, and interpersonal skills

• Strong organisational and multitasking abilities

• Ability to manage time effectively and prioritise tasks in a fast-paced environment

• Proficiency in Microsoft Office Suite and service management software (preferred)

Languages:

• English (mandatory); Arabic (desirable)