Service Advisor
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Key skills for this role
Role Overview
The Service Advisor provides customer service throughout the vehicle servicing and repair process.
The role covers customer concerns, repair orders, technician coordination, customer updates, and timely vehicle delivery.
Key Skills for This Role
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Job Summary
The Service Advisor provides customer service throughout the vehicle servicing and repair process.
The role covers customer concerns, repair orders, technician coordination, customer updates, and timely vehicle delivery.
Customer and Vehicle Service
- Welcome customers and understand their vehicle service, maintenance, and repair requirements.
- Conduct initial vehicle inspections and record customer concerns and requested services.
- Prepare job cards or repair orders and explain required work, estimated costs, and expected completion times.
- Coordinate with workshop supervisors, technicians, the parts department, and other relevant teams.
- Monitor vehicle progress in the workshop and provide regular customer updates.
- Inform customers about additional repairs or maintenance and obtain approval before proceeding.
- Prepare cost estimates and ensure labour and parts charges are correctly recorded.
- Handle customer inquiries, concerns, and complaints and work toward timely resolution.
- Conduct vehicle handover and explain completed work and future maintenance recommendations.
- Follow up after service to confirm customer satisfaction and address concerns.
Records and Commercial Support
- Maintain accurate customer, vehicle history, service request, and repair order records in the company system.
- Coordinate with warranty, parts, and insurance teams when required.
- Promote additional services, maintenance packages, accessories, and other aftersales products where appropriate.
- Achieve assigned targets related to customer satisfaction, service retention, productivity, and revenue generation.
- Build and maintain strong, long-term relationships with customers.
Standards and Targets
- Comply with company policies, manufacturer standards, quality procedures, and health and safety requirements.
- Achieve assigned targets related to customer satisfaction, service retention, productivity, and revenue generation.
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