Service Advisor

Position Overview

We are seeking a highly motivated and customer-focused Service Advisor to join our team. In this pivotal role, you will serve as the primary point of contact for customers, ensuring their vehicle service needs are met with professionalism, efficiency, and exceptional care. Your responsibilities will encompass receiving and greeting customers, identifying their service requirements, providing accurate cost estimates, and securing approvals to initiate service work. This position plays a critical role in driving customer satisfaction, maximizing service revenue, and maintaining operational excellence in alignment with AJVA’s established policies and procedures.

Key Responsibilities

• Customer Engagement and Service Delivery: Welcome and engage customers with a professional and courteous demeanor, actively listening to their concerns and service requests. Conduct thorough assessments to identify necessary vehicle services and recommend additional solutions to enhance customer satisfaction and vehicle performance.
• Cost Estimation and Approval: Prepare detailed cost estimates for all recommended services, ensuring transparency and clarity for the customer. Obtain signed approvals to proceed with service work, maintaining accurate records of all transactions and customer agreements.
• Job Card Preparation and Coordination: Generate job cards for all vehicles entering the service bay, ensuring all required approvals are secured before directing technicians to commence work. Act as a liaison between customers and the service team, providing timely updates on service progress and completion timelines.
• Quality Assurance and Follow-Up: Monitor the progress of all service jobs, coordinating with technicians to ensure work is completed accurately and efficiently. Perform final inspections of completed services to verify quality and pricing accuracy before vehicles are returned to customers.
• Customer Retention and Upselling: Identify repeat customers and prioritize their service needs to foster long-term relationships. Proactively recommend additional services that align with the customer’s vehicle requirements, thereby enhancing customer satisfaction and increasing service revenue.
• Reporting and Continuous Improvement: Assist in the preparation of accurate and timely reports on service sales, adhering to company and departmental standards. Contribute to the identification and implementation of process improvements to enhance operational efficiency, reduce costs, and elevate service quality in line with international best practices.

Qualifications and Skills

To excel in this role, candidates must possess a minimum of two years of relevant experience in the automotive service or related industry. Strong written and verbal communication skills in English are essential to effectively interact with customers and internal teams. A high school diploma is required, with preference given to candidates holding a technical diploma or equivalent certification. The ideal candidate will demonstrate a customer-centric approach, exceptional organizational abilities, and a commitment to delivering high-quality service.