The Senior Service Advisor plays a crucial role in ensuring customer satisfaction by providing professional service advice, coordinating vehicle repairs, and maintaining strong communication between customers and the workshop team. This role requires technical expertise, excellent customer service skills, and the ability to manage workflow efficiently.
Key Responsibilities:
Greet customers, understand their vehicle concerns, and document service requests.
Provide expert advice on vehicle maintenance, repairs, and service schedules.
Offer transparent explanations of repair procedures, timelines, and cost estimates.
Address customer queries, complaints, and follow up to ensure customer satisfaction.
Prepare and manage job cards, detailing customer concerns and service requirements.
Ensure proper documentation of work orders, service history, and approvals.
Coordinate with technicians and workshop controllers to schedule and prioritize tasks.
Monitor job progress and update customers on repair status.
Liaise between customers and workshop technicians to ensure accurate diagnosis and repair.
Verify completed repairs by performing quality checks and test drives when necessary.
Recommend additional services or preventive maintenance based on vehicle condition.
Upsell service packages, extended warranties, and additional repairs based on vehicle needs.
Promote value-added services such as detailing, wheel alignment, or battery replacement.
Ensure all work aligns with the company's pricing policies and customer approvals.
Ensure adherence to company policies, manufacturer guidelines, and safety standards.
Maintain a clean and organized service area to enhance efficiency and professionalism.
Maintain accurate service records and generate daily/weekly reports on workshop performance.
Assist in warranty claim processing and insurance-related documentation when required.
Requirements:
Diploma or Degree in Automotive Technology, Mechanical Engineering, or related field.
Minimum 3-5 years in a similar role within an automotive service center or dealership.
Strong understanding of vehicle diagnostics, repair processes, and workshop operations.
Excellent communication and customer service skills.
Ability to handle pressure and multitask in a fast-paced environment.
Proficiency in service management software and basic computer applications.
Strong problem-solving skills and attention to detail.
Job Type: Full-time
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