Service Advisor

Job Purpose

The Service Advisor is responsible for assisting customers with their vehicle service requirements, providing accurate information on available services, managing service appointments, and ensuring a seamless customer experience from vehicle drop-off to collection The role serves as the key liaison between customers and the service department, ensuring customer satisfaction, efficient communication, and smooth workshop operations

Job Responsibilities

• Follow NSSW standards in all customer touchpoints

• Attend to high-profile and major fleet customers

• Greet customers promptly, understand their needs, and ensure a professional first impression

• Conduct a proper inventory of the customer’s vehicle and accurately record their requirements

• Update and maintain the customer database

• Reconfirm job requirements, repair details, estimated costs, and delivery time, and obtain the customer’s approval

• Arrange test drives jointly with the customer when required

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

• Follow up on job progress and keep customers informed

• Provide timely feedback to customers on additional repairs, delays, and approvals

• Brief customers on warranty coverage and service contract entitlements

• Promote service contracts and other service products (upselling)

• Ensure all job cards are closed on time

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

• Notify customers in advance in case of any delay

• Receive customers upon collection, explain work carried out and charges, ensure payment, and deliver the vehicle

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

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

• Handle customer complaints promptly and escalate to superiors when necessary

• Attend to customer queries without delay

• Ensure pending job cards are closed within the set time frame

Educational Qualification

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

Work Experience

• Minimum of 3 years’ practical experience with authorised dealers in a similar role

Competencies

• Strong customer handling and negotiation skills

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

• Excellent customer service, communication, and interpersonal abilities

• Strong organisational and multitasking skills

• 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 is desirable