Dealership Service Advisor

Job Purpose : To act as the liaison between customers and the workshop team, ensuring a smooth and professional aftersales service experience.

The Service Advisor is responsible for:

1. Customer Service & Communication: Greet customers in a professional and friendly manner. Discuss vehicle issues and service needs clearly with customers. Maintain strong communication throughout the service process.
2. Booking & Administration: Schedule service appointments and create job cards. Ensure correct and detailed capture of customer and vehicle information. Allocate work to technicians based on skill and availability.
3. Workshop Liaison: Coordinate between technicians and customers for updates or approvals. Track the progress of each vehicle and communicate updates. Ensure parts availability in coordination with the parts department.
4. Costing & Invoicing: Prepare accurate quotations for services and repairs. Advise customers on recommended maintenance or repairs. Finalize invoices, explain costs to customers, and process payments.
5. Customer Satisfaction: Conduct follow-up calls post-service to ensure satisfaction. Handle complaints and escalate when necessary. Assist in achieving service department CSI (Customer Satisfaction Index) targets.

Required Skills & Competencies:

• Strong interpersonal and communication skills
• Excellent customer service orientation
• Ability to multitask in a fast-paced environment
• Good understanding of vehicle mechanics (advantageous)
• Attention to detail and organizational skills
• Basic technical knowledge of automotive systems
• Conflict resolution and problem-solving abilities

Minimum Requirements:

• Education: Grade 12 (Matric)
• Experience: 2–5 years in a Service Advisor or similar role
• Computer Skills: MS Office, Kerridge / Keyloop, Autoline, CMS, Evolve or similar systems
• Driver's License: Code 8 / B (valid and unendorsed)

Preferred Qualifications:

• Post-secondary training or certification in motor industry-related fields
• Knowledge of vehicle warranties and service plans
• OEM (Original Equipment Manufacturer) dealership experience