Service Advisor

Job Responsibilities

1. Make customer bookings and plan customer arrival time.
2. Greet and welcome customers in a courteous, efficient, and considerate manner.
3. Answer telephone inquiries within 3 rings in a helpful and professional manner.
4. Carry out joint road tests and physical inspections where necessary to avoid repeat repairs.
5. Promote the sales of optional services & accessories to increase revenue.
6. Complete Repair Orders and inform customers of approximate pricing at the time of receiving the vehicle to avoid customer dissatisfaction at the time of delivery.
7. Ensure the vehicle is fixed right the first time by implementing the quality procedure.
8. Take proper inventory for customer vehicles and inform the customer of any discrepancies found with the customer's signature as acknowledgment on the work order.
9. Monitor progress in the workshop using the follow-up sheet to ensure repairs are carried out within promised delivery times & contact customers if any delay is expected.
10. Ensure the repair estimate is correctly made and provided to the customer.
11. Notify and obtain customer approval for additional work required.
12. All documents (Job card closed, parts confirmed, pro forma attached) to be ready before delivery including the vehicle washed and kept in the ready vehicle parking, to avoid last minute issues.
13. Present the customer's invoice after the customer inspects the vehicle.
14. Present invoices for payment providing explanation of charges and warranty/goodwill procedures where required.
15. Maintain Customer Record Files and update the Workshop system (DMS) on a daily basis to ensure accuracy of the Dealership database.
16. Maintain a customer contact system including: Making contact with customers on the day following service or repair work to ensure satisfaction with work carried out.
17. Follow-up of lapsed customers to demonstrate continued interest in their after-sales requirements.
18. Promote Service Department and brand image, including the standard of housekeeping and personal appearance.
19. Maintain reference materials: handbooks, brochures, accessory manual in Reception for customer inquiries.
20. Maintain up-to-date knowledge of Warranty and Goodwill procedures. Give assistance to Warranty Dept. to ensure claims can be processed quickly.
21. Ensure to get warranty approval from authorized personnel.
22. Any relevant ad-hoc duties and/or relevant special projects may be assigned by the Management.