Job Description

Job Purpose

The

Service Advisor

is responsible for assisting customers with their service requirements, providing detailed information about the services offered, managing service schedules, and ensuring a seamless customer experience from vehicle drop-off to pick-up They serve as the key liaison between customers and the service department, ensuring customer satisfaction, effective communication, and smooth operational processes

Job Responsibilities:

Follow NSSW standards at all customer touchpoints Attend to high-profile and major fleet customers Greet customers promptly and understand their needs Maintain accurate inventory of customers' vehicles and record their requirements Update the customer database regularly Re-confirm job requirements, repair details, costs, delivery time, etc, and obtain customer approval Arrange test drives as required in coordination with the customer Ensure job advice is clear and legible and create job cards Follow up on job progress and provide updates to customers regarding additional repairs, delays, and approvals Brief customers on warranty coverage and service contract coverage Promote service contracts and other service products (upselling) Ensure job cards are closed on time Ensure vehicles are cleaned and ready for delivery on the promised date and time Notify customers in advance in case of delays Receive customers, explain jobs carried out and charges, ensure payment, and deliver vehicles Achieve financial and non-financial targets (labour sales, CSI, RO numbers, service campaign targets, etc) Develop and maintain long-term relationships to enhance customer retention Handle customer complaints promptly and escalate to superiors when necessary Respond to customer queries promptly Ensure pending job cards are closed within the specified time limit

Educational Qualification:

Degree or 3-year Diploma in Automobile/Mechanical Engineering

Work Experience:

Minimum 3 years of practical experience with dealers in similar positions

Competencies:

Customer handling and negotiation skills Strong 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 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 (desirable)