Service Advisor

Job Responsibilities

Follow NSSW standards in all customer touchpoints
Attend to high-profile and major fleet customers
Greet customers promptly, understand their needs, and ensure a professional first impression
Conduct a proper inventory of the customer’s vehicle and accurately record their requirements
Update and maintain the customer database
Reconfirm job requirements, repair details, estimated costs, and delivery time, and obtain the customer’s approval
Arrange test drives jointly with the customer when required
Ensure job advice is clear and legible, and create accurate job cards
Follow up on job progress and keep customers informed
Provide timely feedback to customers on additional repairs, delays, and approvals
Brief customers on warranty coverage and service contract entitlements
Promote service contracts and other service products (upselling)
Ensure all job cards are closed on time
Ensure vehicles are cleaned and ready for delivery as per the promised date and time
Notify customers in advance in case of any delay
Receive customers upon collection, explain work carried out and charges, ensure payment, and deliver the vehicle
Achieve financial and non-financial targets (eg labour sales, CSI, RO numbers, service campaign targets)
Develop and maintain long-term relationships to enhance customer retention
Handle customer complaints promptly and escalate to superiors when necessary
Attend to customer queries without delay
Ensure pending job cards are closed within the set time frame

Educational Qualification

Work Experience

Minimum of 3 years’ practical experience with authorised dealers in a similar role

Competencies

Strong customer handling and negotiation skills
In-depth knowledge of vehicle systems, repairs, and maintenance services (preferably within the automotive industry)
Excellent customer service, communication, and interpersonal abilities
Strong organisational and multitasking skills
Ability to manage time effectively and prioritise tasks in a fast-paced environment
Proficiency in Microsoft Office Suite and service management software (preferred)

Languages