Job Description

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Key Responsibilities:

• Scheduling customer bookings and managing arrivals to ensure smooth operations and avoid peak-time congestion.
• Welcoming customers in a courteous and efficient manner to align with Mazda's service standards and enhance customer satisfaction.
• Handling telephone inquiries promptly and professionally to maintain service quality and responsiveness.
• Conducting joint road tests and inspections to ensure accurate diagnosis and reduce repeat repairs.
• Promoting optional services, accessories, and upselling opportunities to maximize revenue and add customer value.
• Creating accurate Repair Orders and estimates at vehicle drop-off to set clear expectations and avoid delivery-time issues.
• Ensuring first-time fix accuracy and coordinating with technicians to uphold quality standards and customer trust.
• Inspecting vehicle inventory and documenting discrepancies with customer acknowledgment to prevent future disputes.
• Monitoring repair progress and proactively updating customers to ensure timely delivery and manage expectations.
• Ensuring all documentation is complete and vehicle is ready before delivery to avoid last-minute delays.
• Presenting invoices and explaining charges, including warranty/goodwill terms to ensure clarity and customer satisfaction.
• Maintaining accurate customer records in the DMS and following up post-service to build lasting relationships and ensure satisfaction.
• Following up with lapsed customers and reporting potential issues to the Service Manager to support retention and issue resolution.
• Staying updated on product knowledge, technical updates, and warranty processes to deliver informed and efficient service.
• Performing other ad-hoc duties or projects as assigned by management to support departmental goals.

• Graduate in Engineering / Diploma in Automobile / Mechanical
• 2-3 year experience as Service Advisor/Service Consultant, within a reputable automotive dealership.
• Sound Technical knowledge with ability to understand customer needs and requirements.
• Strong analytical, communication and inter-personal skills with administrative competence.
• Proactive approach when dealing with customer complaints, with ability to resolve discrepancies and issues appropriately.