Service Advisor Full Time

Job Responsibilities

Profitability
Promote Service Contracts/other service products (up selling) to achieve financial/non-financial targets (labour sales/RO Nos/Service campaign targets)
Process

• Receive, inspect and deliver as per customer requirements to avoid any disagreements at the time of vehicle delivery.
• Ensure timely closure of Job Cards to reflect the accurate sales figure.
• Adhere to standard operating procedures to avoid any internal / external customer dissatisfaction.
• Update customer records for correct invoicing and for service requirements.
• Ensure that the jobs / service details are explained to the customer to justify the costs incurred.
• Develop and maintain long term relationship to enhance customer retention.
• Ensure resolution of repeat customer complaints on priority to maintain optimum customer satisfaction.
• Verify service jobs are carried out as per customer requirements to ensure customer satisfaction.
• Handle accident repairs as per set procedures and obtain prior approvals as required.

Notify Customer in case of :

• Delay /parts non availability.
• Warranty Coverage.
• Delay in vehicle delivery.
• Ensure telephone follow-up within 3 days to enhance and build customer relationship.
• Keeps himself abreast with market information in order to provide the necessary information to customers and aid them in their decision.
• Handle the reception in the absence of front office to ensure that the reception is manned at all times.

Job Requirements

Qualifications
• High School Certificate/ Diploma (12 years of schooling education)
• Automotive Technology Diploma as applicable to the BU

Experience
Minimum 5 years hands-on experience in workshop repair and operations in a reputed automotive dealership, out of which 1-2 years must involve customer interface

Knowledge & Skills

• Knowledge of Product, 5W2H probing skills, Smart selling, Telephone handling  skills & Customer handling skills
• Knowledge of automotive software DMS
• Sound technical knowledge in vehicle diagnosis and repair
• Knowledge of technical software
• Valid UAE drivers’ licence
• Ability to think analytically
• Written and verbal communication in English (other regionally spoken languages including Arabic would be an added advantage)
• Proficient in MS Word and Excel.