Service Advisor

Automotive Distribution & Marketing Company Ltd

The Service Advisor endeavors to provide the best possible quality of service, which ultimately will serve to bring in new customers and ensure that the responsibilities of the Service Reception are carried out according to the official service guidelines of each franchise.

Key Activities:

The Service Advisor is fully responsible for any commercial transaction for each vehicle under him. He is responsible for the down payment on pro-forma invoice or quotation, parking charges, storage of the vehicle, and cannibalization of the vehicle.

1. Greet and attend to the customer as they enter the service reception in a highly professional manner.
2. Note down a fully detailed list of the customer’s requirements and complete a visual inspection of the car.
3. Ensure that a test drive is carried out with the customer to determine the nature of the problem and issue a clear diagnosis.
4. During delivery, discuss the invoice with the customer and ensure that all items are covered.
5. Inform the Workshop Manager about customer attitudes where extra attention is called for under special circumstances.
6. Issue a diagnosis report to the Workshop Manager for each vehicle and any additional defects found.
7. With continuous training and regular updates from Service Information, ensure knowledge is kept up to date.
8. Ensure that the job card closure is timely and with proper documentation.
9. Talk to the customer on the telephone to understand their requirements, personalize the call, make the appointment, and agree on any mobility solutions (e.g., courtesy car) that will be provided.
10. Complete the Repair Order (Job Card) to provide an accurate and complete record of the customer’s requirements.
11. Make a reminder call to the customer before the appointment to confirm the requirements, recap on any agreed mobility solutions, and establish if any additional work is required on the vehicle.
12. Liaise with colleagues in the Workshop to understand the progress being made on the vehicle and any additional work that is required or changes to the time when the vehicle will be ready.
13. Talk to the customer to explain the reason for any additional work and get their approval for the costs involved or communicate any changes to the time when the vehicle will be ready.
14. Ensure that any requests from the customer are handled promptly and accurately so that customer expectations will be met when they collect their vehicle.
15. Ensure customers are fully satisfied and understand the job done, and call the customer for a follow-up call after they have received their vehicle.
16. Achieve daily and monthly targets and KPIs.

Minimum Requirements:

High school diploma or equivalent; additional technical or vocational training in automotive technology is a plus.

Proven experience as a Service Advisor or in a customer service role within the automotive industry.

Strong communication and interpersonal skills to effectively liaise with customers, technicians, and other team members.

Excellent organizational skills and attention to detail to manage multiple appointments and service orders efficiently.

Ability to understand and explain complex automotive concepts to customers in a clear and concise manner.

Proficiency in using computer software and systems related to service management and scheduling, such as CRM software.

Strong problem-solving skills to address customer needs and find effective solutions quickly.

Ability to work in a fast-paced environment and handle a high volume of customer interactions.

A valid driver's license and a clean driving record for test-driving vehicles as needed.

Strong salesmanship abilities to upsell services and products while maintaining customer trust.