Service Advisor

Job purpose

The Service Advisor is responsible for assisting customers with their service needs, providing detailed information about services offered, managing service schedules, and ensuring a smooth customer experience from drop-off to pick-up. They act as the liaison between customers and the service department, ensuring customer satisfaction and operational efficiency.

Job 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)

• 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 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

Educational Qualification

• Degree/3-year Diploma in Automobile/Mechanical Engineering.

Work Experience

• 3 years practical experience with Dealers in similar positions.

Competencies

• Customer handling & negotiation skills.

• Strong knowledge of vehicle systems, repairs, and maintenance services (preferred in automotive industries).

• Excellent customer service, communication, and interpersonal skills.

• Strong organizational and multitasking abilities.

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

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

Languages

• English, Arabic is desirable