Service Advisor

Job purpose:

The Service Advisor is responsible for assisting customers with their service needs by providing accurate information about services offered, managing service schedules, and ensuring a smooth customer journey from drop-off to collection Acting as the liaison between customers and the service department, the Service Advisor ensures customer satisfaction, operational efficiency, and contributes to achieving business targets

Key Responsibilities

• Follow NSSW standards across all customer touchpoints
• Attend to high-profile and major fleet customers
• Promptly receive and greet customers, ensuring their needs are clearly understood
• Conduct a proper inventory of the customer’s vehicle and accurately record requirements
• Update and maintain the customer database
• Re-confirm job requirements, repair details, costs, and delivery time, securing customer approval
• Arrange joint test drives with customers when required
• Prepare clear and legible job advice and create job cards
• Monitor job progress and follow up regularly
• Provide timely feedback to customers regarding additional repairs, delays, and obtain necessary approvals
• Brief customers on warranty coverage and service contract entitlements
• Promote service contracts and other value-added service products (upselling)
• Ensure job cards are closed on time
• Confirm vehicles are cleaned and ready for delivery as per the agreed date and time
• Notify customers in advance of any delivery delays
• Explain completed work and charges to customers, ensure payment is received, and deliver the vehicle
• Achieve financial and non-financial targets, including labour sales, CSI, RO numbers, and service campaign objectives
• Develop and maintain long-term customer relationships to enhance retention
• Handle customer complaints with urgency and escalate to superiors when necessary
• Respond to customer queries promptly and professionally
• Ensure all pending job cards are closed within the set timeframe

Educational Qualifications

• Degree or 3-year Diploma in Automobile or Mechanical Engineering

Work Experience

• Minimum 3 years of practical experience in a dealership environment in a similar role

Competencies

• Strong customer handling and negotiation skills
• In-depth knowledge of vehicle systems, repairs, and maintenance services (preferably within the automotive industry)
• Excellent customer service, communication, and interpersonal skills
• Strong organisational and multitasking abilities
• Effective time management and prioritisation skills in a fast-paced environment
• Proficiency in Microsoft Office Suite and service management software (preferred)

Languages

• Proficiency in English
• Arabic is desirable