Service Advisor

Job Overview

Liaises both with customers and workshop personnel in order to clarify needs and expectations so that repair and service on vehicles can be conducted within an expected length of time and at expected cost and Quality Liaises both with customers and workshop personnel in order to clarify needs and expectations so that repair and service on vehicles can be conducted within an expected length of time and at expected cost and Quality

Job Description

1.    Establish rapport and trust with customers.
2.    Daily focus on upselling and achieve monthly given target on kpi’s
3.    Daily focus on sales ( labor and parts) target and minimize wip and always maintain below 3% on monthly basis
4.    Document vehicle problems by listening to customers describe them and by asking probing questions.
5.    Road-test customer vehicles to confirm problems and, after service, to ensure that repairs have been completed.
6.    Maintain extensive contact with customers, phoning to provide estimates on service and repairs before jobs are begun, explaining the appointment/scheduling system to customers, and establishing with customers the method of payment for repairs (cash, warranty, etc.).
7.    Maintain communication with the workshop team leader and Technicians to obtain information on updates and status of repairs.
8.    Offer additional maintenance and repair services to customers when appropriate.
9.    Daily focus on CSI and NPS and deliver customer excellence having minimum 80% positive scores
10.    Undertake additional related responsibilities as required.
 

Competencies