Job Description

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Job Purpose
The Service Advisor is responsible for assisting customers with their vehicle service requirements, providing accurate information on available services, managing service appointments, and ensuring a seamless customer experience from vehicle drop-off to collection. The role serves as the key liaison between customers and the service department, ensuring customer satisfaction, efficient communication, and smooth workshop operations.
Job Responsibilities
Follow NSSW standards in all customer touchpoints.
Attend to high-profile and major fleet customers.
Greet customers promptly, understand their needs, and ensure a professional first impression.
Conduct a proper inventory of the customer's vehicle and accurately record their requirements.
Update and maintain the customer database.
Reconfirm job requirements, repair details, estimated costs, and delivery time, and obtain the customer's approval.
Arrange test drives jointly with the customer when required.
Ensure job advice is clear and legible, and create accurate job cards.
Follow up on job progress and keep customers informed.
Provide timely feedback to customers on additional repairs, delays, and approvals.
Brief customers on warranty coverage and service contract entitlements.
Promote service contracts and other service products (upselling).
Ensure all job cards are closed on time.
Ensure vehicles are cleaned and ready for delivery as per the promised date and time.
Notify customers in advance in case of any delay.
Receive customers upon collection, explain work carried out and charges, ensure payment, and deliver the vehicle.
Achieve financial and non-financial targets (e.g. labour sales, CSI, RO numbers, service campaign targets).
Develop and maintain long-term relationships to enhance customer retention.
Handle customer complaints promptly and escalate to superiors when necessary.
Attend to customer queries without delay.
Ensure pending job cards are closed within the set time frame.
Educational Qualification
Degree or 3-year Diploma in Automobile or Mechanical Engineering.
Work Experience
Minimum of 3 years' practical experience with authorised dealers 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 abilities.
Strong organisational and multitasking skills.
Ability to manage time effectively and prioritise tasks in a fast-paced environment.
Proficiency in Microsoft Office Suite and service management software (preferred).
Languages
English (mandatory); Arabic is desirable.

Skills Required