Service Advisor

Key Responsibilities

1. Customer Interaction & Satisfaction

   • Greet customers warmly, listen to their concerns, and provide a professional, welcoming experience.
   • Conduct a thorough needs assessment to understand the issues and concerns of customers.
   • Inform customers of the recommended services and provide transparent estimates for repairs, costs, and timelines.
   • Keep customers informed of the service progress and notify them promptly if any changes arise.

2. Service & Repair Coordination

   • Coordinate with the workshop team to schedule repairs and maintenance activities.
   • Record detailed information regarding the vehicle's issues, service requirements, and customer feedback.
   • Ensure that repair orders are complete and accurate before delivering to technicians.
   • Monitor the service process and update the customer and management as needed.

3. Vehicle Inspection & Diagnosis

   • Conduct preliminary vehicle inspections with the customer and document issues.
   • Work closely with technicians to diagnose vehicle issues accurately.
   • Provide customers with detailed explanations of diagnoses and the steps required for repairs.

4. Upselling & Service Recommendations

   • Educate customers on the benefits of preventive maintenance and recommend additional services as needed.
   • Upsell relevant services or maintenance packages that align with the customer’s needs and vehicle requirements.

5. Documentation & Reporting

   • Maintain accurate records of service orders, invoices, estimates, and payments.
   • Document all repair activities, service history, and follow-up actions for future reference.
   • Generate daily/weekly reports on service activities, customer feedback, and job completion status.

6. Quality Assurance & Post-Service Follow-Up

   • Ensure all services are completed to the highest standards and within agreed timelines.
   • Conduct quality checks and review completed jobs with the customer to ensure satisfaction.
   • Follow up with customers after service to gather feedback and ensure they are satisfied with the experience.