Service Advisor

Job Purpose

The Service Advisor is responsible for supporting customers with their vehicle service requirements by providing accurate information, managing service schedules, and ensuring a seamless customer journey from vehicle drop-off to collection The role acts as a key link between customers and the service department to ensure high levels of customer satisfaction and operational efficiency

Key Responsibilities

• Adhere to NSSW standards across all customer touchpoints

• Manage and attend to high-profile and major fleet customers

• Greet customers promptly and professionally, identifying and understanding their service needs

• Conduct a proper vehicle check-in and accurately record customer requirements

• Maintain and update the customer database

• Reconfirm job requirements, repair details, costs, and delivery timelines, and obtain customer approval

• Arrange joint test drives with customers when required

• Prepare clear, accurate, and legible job cards and service advice

• Monitor and follow up on job progress to ensure timely completion

• Inform customers of additional repairs or delays and obtain necessary approvals

• Explain warranty coverage and service contract benefits to customers

• Promote service contracts and additional service products (upselling)

• Ensure job cards are closed accurately and within the required timelines

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

• Proactively notify customers in advance of any service delays

• Handover vehicles by explaining work completed, costs incurred, and ensuring payment is collected

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

• Build and maintain long-term customer relationships to improve retention

• Handle customer complaints with priority and escalate issues to management when required

• Respond to customer queries promptly and professionally

• Ensure all pending job cards are closed within the stipulated timeframes

Educational Qualifications

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

Work Experience

• Minimum of three years’ practical experience in a similar role with an authorised dealer

Competencies

• Strong customer handling and negotiation skills

• Sound knowledge of vehicle systems, repairs, and maintenance services (automotive industry experience preferred)

• 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 and service management systems (preferred)

Languages

• English (mandatory)

• Arabic (desirable)