Service Advisor, After Sales

Job Purpose:
This role is responsible for delivering an exceptional customer experience by serving as the primary link between customers and the Service Centre. The role ensures efficient coordination of vehicle service and repair activities, achievement of customer satisfaction and retention objectives, maximization of service and parts sales opportunities and compliance with company policies, quality standards and operational procedures. 

Job Role Key Functional Responsibilities:
• Serving as the main point of contact for customers throughout the service process and ensuring professional customer experience.
• Receiving customers, understanding vehicle concerns, conducting vehicle inspections and documenting vehicle conditions, accessories and customer requirements.
• Preparing accurate repair orders, service recommendations and cost estimates based on vehicle inspection findings and customer needs.
• Coordinating with technicians and workshop management to ensure proper diagnosis, repair planning and timely completion of work.
• Explaining recommended repairs, estimated costs and delivery commitments to customers and obtaining the necessary approvals before commencing work
• Monitoring repair progress and providing customers with regular status updates throughout the repair process.
• Obtaining customer authorization for any additional repairs, parts, or services identified during vehicle inspection or repair.
• Promoting maintenance packages, service products, genuine parts and accessories to support both customer requirements and business objectives.
• Ensuring all repairs are carried out in accordance with manufacturer guidelines, warranty requirements, quality standards and company procedures.
• Verifying completed repairs and ensuring all work has been accurately documented before vehicle delivery.
• Explaining completed repairs, charges and future maintenance recommendations to customers during vehicle handover.
• Coordinating with the Parts Department to ensure parts availability and support timely repair completion and vehicle delivery.
• Managing customer complaints, concerns and post-service follow-up activities to ensure prompt resolution and customer satisfaction.
• Maintaining accurate customer, vehicle, repair and warranty records within the Dealer Management System (DMS).
• Monitoring repair quality, first-time fixed performance, productivity and adherence to promised delivery timelines.
• Supporting customer retention initiatives, continuous improvement activities and service department objectives.
• Ensuring compliance with health, safety, housekeeping and operational standards within the Service Centre.

Job Requirements Education:
• Diploma in automotive technology, mechanical engineering, industrial engineering or a related field.
• 2 years minimum in a relevant field. 
• Previous dealership experience is preferred.