Service Advisor

Roles and Responsibilities

This role is the representation of the brand & division to the customer, and maintains customer relations to ensure an end-to-end engaged Aftersales customer journey, that leads to revenue achievement & customer retention.

What you will do:

• Build long-term relationships with customers to ensure customer retention & loyalty.
• Achieve financial objectives by upselling & discount control, to meet monthly revenue targets.
• Actively engage with the customer through consultation on customer needs & service requirements, through the whole service process, in order to ensure vehicle is fixed right the first time.
• Coordinate with the Production Team to ensure timely progress updates of vehicles to customers at all times to keep the customer informed and to maintain the on-time-delivery commitment.
• At the time of delivery (of the vehicle), ensure that the customer is provided a detailed explanation of all work performed & costs associated with those repairs, for the customers to understand the value-addition of services rendered by the business.
• Effectively manage customer complaints to satisfactory closure of all complaints, to sustain & improve the Customer Service Value & Net Promoter Scores.
• Active compliance with all Standard Operating Procedures, Company policies & Distributor Programs to ensure consistency in the customer experience.

Required Skills To Be Successful:

• Minimum 3 years experience in the automotive industry, preferably in a similar service role related to EVs.
• Technical knowledge to provide up-to-date technical information in response to customer inquiries.
• Excellent customer service skills, willing to go the extra mile.
• Strong English communication skills; Arabic speaker is an added advantage!

About The Team:

• The role will report to the Aftersales Manager and you will be working in a busy workshop environment wherein you will be dealing directly with Customers, Service Managers, Aftersales Managers, Workshop Teams & Technicians on a daily basis.

What Equips You For The Role:

• Diploma or Degree in Technical school / Certificate/ Diploma in Automobile / Mechanical Engineering.
• Minimum of 3 to 5 years’ experience in the automotive industry or similar role.
• A broad-based knowledge to service as a reliable consultant is essential for this role.

Desired Candidate Profile

• 1. Customer Interaction and Relationship Management

• Initial Consultation: Greet customers, understand their service needs, and provide advice on potential repairs, maintenance, or service options based on the customer’s requirements or concerns.
• Customer Communication: Maintain open lines of communication with customers to update them on the status of their service requests, explain the services needed, and answer any questions they may have.
• Building Relationships: Develop long-term customer relationships by providing high-quality service, ensuring customer satisfaction, and handling complaints or concerns in a professional manner.

• 2. Service Coordination and Scheduling

• Appointment Scheduling: Schedule customer appointments for vehicle repairs, maintenance, or service based on customer preferences and technician availability.
• Service Planning: Coordinate service schedules to ensure timely and efficient delivery of services. Ensure that service appointments are properly logged and that the necessary parts and tools are available.
• Service Timelines: Provide customers with accurate time estimates for service completion, and keep them informed of any delays or changes to the schedule.

• 3. Advising on Service Needs

• Diagnostic Support: Understand customer issues and diagnose common problems (either by direct communication or by working with technicians) to determine the best course of action.
• Service Recommendations: Recommend the appropriate services, repairs, or maintenance based on customer needs, the condition of the vehicle (or product), and manufacturer guidelines.
• Up-Selling or Cross-Selling: Suggest additional services (such as extended warranties, upgrades, or related services) that may benefit the customer, increasing service revenue.

• 4. Estimating Costs and Providing Quotes

• Estimate Creation: Provide customers with service estimates, including labor costs, parts pricing, and any additional charges. Ensure the estimate is clear and detailed, explaining each cost element.
• Approval of Estimates: Obtain customer approval for recommended repairs or services, ensuring they understand the scope of the work and the associated costs before proceeding.
• Warranty Management: Inform customers about applicable warranties, extended service plans, and coverage for parts or repairs.