Service Advisor
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Key skills for this role
About the Role
Responsible for customer service, managing vehicle repairs, upselling services, and maintaining customer relationships with strong automotive knowledge and problem-solving skills.
Key Skills for This Role
Responsibilities
- Follow NSSW standards in all customer touch points
- Attend high profile and major fleet customers
- Greet customers, understand their needs, and record requirements
- Update customer database
- Re confirm job requirements, repair details, cost, and delivery time with customer
- Arrange test drives as required
- Create job cards and ensure legible and clear job advice
- Follow up on job progress and provide feedback to customer
- Promote service contracts and other service products (upselling)
- Ensure job cards are closed on time and vehicle is cleaned and ready for delivery
- Receive customer, explain jobs carried out and charges, ensure payment and deliver vehicle
- Handle customer complaints and attend queries promptly
Requirements
- Experience in automotive service advising or similar customer facing role
- Strong communication and interpersonal skills
- Ability to handle high profile and fleet customers
- Knowledge of vehicle repair and maintenance processes
Full Job Posting
Key Responsibilities
- Follow the NSSW standards in all customer touch points
- Responsible to attend high profile & major fleet customers.
- Promptness in receiving/greeting customers, understand their needs
- Proper inventory of customer’s vehicle and record customers’ requirements.
- Updating customer data base
- Re confirm the Job requirements/Repair details/cost involved/delivery time etc. and obtaining customer’s approval.
- To arrange test drive as required jointly with customer
- Ensure legible and clear job advice and create job card
- Follow up the job progress
- Provide feedback to customer for additional repairs, delayed delivery time and obtain approvals.
- Brief the customer on warranty coverage/Service contract coverage
- Promoting Service Contracts/other service products (upselling)
Additional Responsibilities
- Ensure job cards are closed on time
- Ensure car is cleaned and ready for delivery as per the promised date and set time.
- Notify customer in advance in case of delay
- Receive customer, explain jobs carried out and charges, ensure payment and deliver the vehicle
- Achieving financial/non financial targets (Labour sales/CSI/RO Nos/Service campaign targets etc.)
- Develop and maintain long term relationship to enhance customer retention
- Handle customer complaints on priority and bring it to the notice of the superiors.
- Attend customer queries promptly
- Ensure the pending job cards to be closed within the time limit
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