Automotive Service Advisor

About Kavak

Job Overview

Key Responsibilities

• Greet workshop customers, understand vehicle concerns, and provide a positive service experience.
• Conduct detailed consultations covering vehicle concerns, usage, service history, and expectations.
• Perform initial vehicle inspections and identify issues requiring further diagnosis.
• Prepare job cards documenting complaints, requested services, and vehicle condition.
• Coordinate with technicians to diagnose concerns and determine repairs or maintenance.
• Prepare and explain repair estimates, including labour, parts, and other charges.
• Obtain customer approval before additional repairs outside the approved scope.
• Explain technical findings and repair recommendations clearly.
• Coordinate with workshop, spare parts, warranty, and other teams to complete jobs on time.
• Monitor repair progress and update customers about status, delays, findings, and completion times.
• Review completed work and explain repairs, replaced parts, and recommendations during handover.
• Promote relevant services, packages, warranties, and other products based on customer needs.

Additional Duties

• Follow up on pending approvals and close open jobs promptly.
• Maintain accurate records of interactions, estimates, approvals, job status, invoices, and follow-ups.
• Handle complaints professionally and work toward timely resolution.
• Follow up after service to support satisfaction, retention, and repeat business.
• Maintain complete customer and vehicle documentation according to company procedures.
• Meet targets related to service revenue, satisfaction, retention, and approved repair work.
• Provide management feedback on recurring concerns, service quality, and process improvements.

Skills and Qualifications

• Diploma or equivalent qualification.
• An associate degree or technical qualification in Automotive or Mechanical Engineering is preferred.
• Minimum two to three years of experience in the UAE or GCC.
• Experience as a Service Advisor, Service Consultant, Customer Service Advisor, or in a similar role is required, preferably in automotive.
• Strong knowledge of automotive systems, maintenance requirements, and general repair procedures.
• Understanding of vehicle diagnostics, mechanical and electrical systems, and workshop operations.
• Strong customer service and communication skills with the ability to explain technical information clearly.
• Excellent interpersonal, organisational, and time-management skills.
• Ability to handle multiple vehicles and customer requests in a fast-paced workshop.
• Ability to prepare and explain repair estimates and obtain customer approvals.
• Basic computer skills and experience with workshop or service management systems.
• A valid UAE driving license is an added value.

Key Skills and Competencies

• Customer relationship management, automotive technical knowledge, and vehicle inspection.
• Repair estimation, quotation preparation, customer approval, and negotiation.
• Communication, interpersonal skills, problem-solving, and decision-making.
• Workshop coordination, time management, multitasking, and teamwork.
• Upselling, cross-selling, complaint handling, and conflict resolution.
• Attention to detail, service quality, and customer retention.

Performance Metrics