Service Advisor

Job Purpose

The Service Advisor is responsible for supporting customers with their vehicle service requirements by providing accurate information, managing service schedules, and ensuring a seamless customer journey from vehicle drop-off to collection. The role acts as a key link between customers and the service department to ensure high levels of customer satisfaction and operational efficiency.

Key Responsibilities

• Adhere to NSSW standards across all customer touchpoints.

• Manage and attend to high-profile and major fleet customers.

• Greet customers promptly and professionally, identifying and understanding their service needs.

• Conduct a proper vehicle check-in and accurately record customer requirements.

• Maintain and update the customer database.

• Reconfirm job requirements, repair details, costs, and delivery timelines, and obtain customer approval.

• Arrange joint test drives with customers when required.

• Prepare clear, accurate, and legible job cards and service advice.

• Monitor and follow up on job progress to ensure timely completion.

• Inform customers of additional repairs or delays and obtain necessary approvals.

• Explain warranty coverage and service contract benefits to customers.

• Promote service contracts and additional service products (upselling).

• Ensure job cards are closed accurately and within the required timelines.

• Confirm vehicles are cleaned and ready for delivery as per the promised date and time.

• Proactively notify customers in advance of any service delays.

• Handover vehicles by explaining work completed, costs incurred, and ensuring payment is collected.

• Achieve assigned financial and non-financial targets (labour sales, CSI, RO numbers, service campaign targets, etc.).

• Build and maintain long-term customer relationships to improve retention.

• Handle customer complaints with priority and escalate issues to management when required.

• Respond to customer queries promptly and professionally.

• Ensure all pending job cards are closed within the stipulated timeframes.

Educational Qualifications

• Degree or three-year Diploma in Automobile or Mechanical Engineering.

Work Experience

• Minimum of three years’ practical experience in a similar role with an authorised dealer.

Competencies

• Strong customer handling and negotiation skills.

• Sound knowledge of vehicle systems, repairs, and maintenance services (automotive industry experience preferred).

• Excellent customer service, communication, and interpersonal skills.

• Strong organisational and multitasking abilities.

• Ability to manage time effectively and prioritise tasks in a fast-paced environment.

• Proficiency in Microsoft Office and service management systems (preferred).

Languages

• English (mandatory)

• Arabic (desirable)