Job Description

Overview Of The Role:

• The Service Advisor acts as the primary representative of the brand to the customer and is pivotal in maintaining customer relations, ensuring a seamless and engaging Aftersales journey that leads to both revenue achievement and customer retention. This role significantly impacts Customer Service Value (CSV) and Net Promoter Scores (NPS) through high-level customer relationship skills and plays a crucial part in obtaining optimal scores in dealer clinic activities. Working closely with customers, reception managers, Aftersales managers, and workshop teams, the Service Advisor may be expected to work extended hours to meet targets and fulfill customer commitments.

What You Will Do:
Customer Relations

• Build long-term relationships with customers to ensure customer retention and loyalty.
• Actively engage with customers through consultation on their needs and service requirements throughout the service process.
• Effectively manage customer complaints to satisfactory closure, enhancing Customer Service Value and Net Promoter Scores.
• Coordinate with the Production Team to provide timely updates to customers, maintaining transparency and on-time delivery commitments.

Financial Objectives

• Achieve financial objectives by upselling and discount control to meet monthly revenue targets.
• Ensure customers are provided detailed explanations of services performed and associated costs at vehicle delivery.
• Contribute to achieving budgeted service and other sales revenue targets.

Compliance and Procedures

• Actively comply with all Standard Operating Procedures, company policies, and distributor programs to ensure consistent customer experience.
• Maintain 100% accuracy in data quality on all documents.
• Demonstrate adherence to internal audit standards and procedures.

Skills Required