Service Advisor

Key Responsibilities

• Follow NSSW standards across all customer touchpoints.
• Attend to high-profile and major fleet customers.
• Promptly receive and greet customers, ensuring their needs are clearly understood.
• Conduct a proper inventory of the customer’s vehicle and accurately record requirements.
• Update and maintain the customer database.
• Re-confirm job requirements, repair details, costs, and delivery time, securing customer approval.
• Arrange joint test drives with customers when required.
• Prepare clear and legible job advice and create job cards.
• Monitor job progress and follow up regularly.
• Provide timely feedback to customers regarding additional repairs, delays, and obtain necessary approvals.
• Brief customers on warranty coverage and service contract entitlements.
• Promote service contracts and other value-added service products (upselling).
• Ensure job cards are closed on time.
• Confirm vehicles are cleaned and ready for delivery as per the agreed date and time.
• Notify customers in advance of any delivery delays.
• Explain completed work and charges to customers, ensure payment is received, and deliver the vehicle.
• Achieve financial and non-financial targets, including labour sales, CSI, RO numbers, and service campaign objectives.
• Develop and maintain long-term customer relationships to enhance retention.
• Handle customer complaints with urgency and escalate to superiors when necessary.
• Respond to customer queries promptly and professionally.
• Ensure all pending job cards are closed within the set timeframe.