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