Service Advisor

Role Purpose
Manage the complete customer service journey for Amaron Assist—from job allocation and customer communication to Marshal coordination, service completion, quality check and closure.

Key Responsibilities
 Customer Management: Communicate with customers, understand requirements,
explain service scope, pricing and TAT, and resolve queries/complaints.
 Job & Marshal Coordination: Allocate/accept jobs, coordinate with Marshals,
ensure timely arrival at customer location and monitor job progress until completion.
 Service Quality: Review inspection findings, ensure work is completed as per SOP,
conduct final quality checks and minimize rework/repeat visits.
 Revenue & Upselling: Identify additional service/repair requirements during
inspection, explain recommendations to customers, obtain approvals and drive
relevant upselling.
 Process & Documentation: Ensure accurate estimates, billing, customer approvals,
service records, app updates and adherence to Amaron Assist SOPs.
 Marshal Support & Training: Support Marshals on service processes, customer
handling and app usage, and identify training requirements.

Key KPIs
 Customer Satisfaction (CSAT)
 Job Acceptance & On-Time Completion
 Additional Service / Upsell Conversion
 Revenue per Service
 Estimate & Billing Accuracy
 Rework / Repeat Visit Rate
 SOP & Documentation Compliance

Candidate Profile
 2–5 years’ experience in automotive service/workshop operations/customer service.
 Good knowledge of vehicle servicing and basic diagnostics.
 Strong communication, customer handling and coordination skills.
 Comfortable with mobile apps and digital job-management systems.
 Willing to manage field operations within the assigned city.