Job Description

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