Service Advisor

Job Purpose

• To receive, welcome, sell and upsell to customers the needed services to their vehicles after identifying, confirming with the customers and getting the required approvals. To monitor, track the service tracking sheet of the serviced vehicles and update customers of the completion time in order to ensure customer satisfaction and higher sales revenues and profits within the AJVA’s set policies and procedures .

Daily Operations:

• Follow the day-to-day operations related to own job to ensure continuity of work.

• Contribute to the identification of opportunities for continuous improvement of processes and practices taking into account ‘international best practice’, improvement of business processes, cost reduction and productivity improvement.

• Assist in the preparation of timely and accurate reports of the service sales to meet company and department requirements, policies and standards

• Receive, meet, greet and listen to customers’ concerns, ask questions to identify service needs

• Inform the customers of the needed service and get their confirmation on the service to be done

• Estimate the cost and completion of the vehicle’s service, explain the cost to the customers and request them to sign/approve the cost.

• Prepare the job cards for the to-be-serviced vehicles, obtain the required approvals and then direct technicians to start the service

• Interact and follow up with the technicians the service status of each vehicle and ensure the service is completed on time as agreed with the customer

• Coordinate the activities of the technicians to ensure that service work is done properly in the first time

• Inspect the all completed service works to ensure proper completion and pricing accuracy

• Fill out, update the service tracking sheet and inform the customers with the status of their vehicles and the time to be ready for pick up

• Identify repeat customers, give them high priority and notify the service manager for his awareness and proper treatment.

• Understand and sell the right services to customers to ensure their satisfaction, increased sales and less complaints

• Upsell and promote other services critical to the vehicles even before customers ask for them to ensure customer satisfaction and increased sales revenues

Necessary Knowledge and Experience:

• Minimum 2 years relevant experience in a related industry
• Excellent writing and communication skills in English.

Education and Certification Requirements:

• High school with preferably a Technical Diploma