Service Advisor

Job purpose

To achieve customer satisfaction in after-sales service through excellent diagnosis, professional customer management, maximizing repair and maintenance revenue, and efficient coordination of workshop activities.

Key Job Responsibilities

• Manage customer bookings and plan arrival times to ensure smooth workshop flow.
• Greet and welcome customers courteously and efficiently to enhance brand standards.
• Answer all telephone inquiries promptly (within 3 rings) and professionally.
• Carry out joint road tests and physical vehicle inspections to accurately assess complaints and prevent repeat repairs.
• Complete Repair Orders and inform customers of approximate pricing at vehicle reception to manage expectations.
• Promote the sales of optional services, essential maintenance, and accessories to increase revenue.
• Ensure the repair estimate is correctly made using the M.S.C. rule (Manufacturer Standard Charge) for transparency.
• Notify and obtain customer approval for additional work required, securing advance payment if the amount is high.
• Take proper inventory for customer vehicles (damage, tools, valuables) and inform the customer of any discrepancies, obtaining acknowledgement.
• Maintain Customer Record Files and update the Workshop system (DMS) daily to ensure database accuracy.
• Ensure the vehicle is fixed right at the 1st time by implementing the quality control procedure to minimize rework.
• Monitor repair progress in the workshop using the follow-up system to ensure promised delivery times are met and proactively contact the customer if any delay is expected.
• Ensure all documents (Job card closed, parts confirmed, proforma attached) are ready before delivery, including the vehicle wash and parking in the designated ready area.
• Present the customer's final invoice for payment only after the customer has inspected the completed vehicle.
• Present invoices and provide a detailed explanation of all charges, warranty, and goodwill procedures.
• Maintain a customer contact system by making contact on the day following service or repair work to ensure satisfaction.
• Follow-up with lapsed customers to demonstrate continued interest and drive repeat business.
• Maintain and improve personal Product and Technical knowledge by utilizing bulletins and attending training courses.
• Maintain up-to-date knowledge of Warranty and Goodwill procedures and assist the Warranty Department with claims processing.
• Ensure warranty approval is obtained from authorized personnel.
• Ensure awareness of all technical updates and safety recalls.
• Provide the Service Manager with first-hand knowledge of any customer issues before they escalated.
• Promote the Service Department and brand image, including the standard of housekeeping and personal appearance.
• Maintain updated reference materials in the reception area for customer inquiries.
• Execute any relevant ad-hoc duties and/or special projects assigned by the Management.

Education Qualification, Work Experience & Skills

• Education: Graduate in Engineering / Diploma in Automobile / Mechanical.
• Experience: 4-5 years of proven experience as a Service Advisor/Service Consultant within a reputable automotive dealership.
• Technical Knowledge: Sound Technical knowledge of vehicle systems with the ability to understand customer needs and accurately translate them into repair requirements.
• Soft Skills: Strong analytical, communication, and inter personal skills with a high degree of administrative competence.
• Proactive approach when dealing with customer complaints, with the ability to resolve discrepancies and issues appropriately.
• Proficient in Microsoft Office (Outlook, Word, Excel, and Power Point) and experience with Dealer Management Systems (DMS).