Service Advisor

Job Purpose

Principal Accountabilities

• Answer incoming calls promptly and courteously.
• Greet customers and provide timely professional service.
• Protect vehicle interiors with seat covers, floor mats, and other materials.
• Provide clear cost estimates and completion times.
• Keep customers informed about work progress and changes.
• Maintain accurate customer and job-card information.
• Promote value-added dealer parts and services.
• Support marketing of the company's service offerings.
• Monitor customer satisfaction, fix-it-right performance, and service targets.
• Identify repeat-job customers and provide appropriate service.
• Inspect completed job cards for completeness, pricing accuracy, and legibility.
• Conduct post-service follow-up for expensive repairs, safety issues, and potential complaints.

Required Qualifications

• Bachelor's degree required.
• Engineering specialization required.
• Five years of experience required.
• Highly developed customer service skills, telephone answering skills, and experience handling large customer volumes required.
• Professional and technical certifications are listed as not applicable.

Service Delivery

• Ensure customer vehicles are clean and ready by the promised completion time.
• Explain completed work and associated charges clearly during delivery.
• Take necessary action to resolve customer complaints quickly.
• Pass company or TMC certificate examinations to improve skill level and support career progression.