Service Advisor

The Service Advisor is responsible to provide professional service to the customers, in terms of accurately recording and organizing quality repair and maintenance services so as to enhance customer retention and facilitate the sales of new units in the long term.

Job Responsibilities

1. Receiving Customer: Receive and greet customers, understand their vehicle concerns and advise the service and repair needs, carry out as much visual inspection as possible to advise work required on the vehicle, use manufacturer's recommendations to advise additional work, agree on the work scope and obtain cost and time agreement, use available menu pricing for routine jobs, validate customer details and update Kerridge, offer alternate transport as appropriate.
2. Preparing Repair Order and Assign Job: Write the instructions for technicians using RTS for routine jobs and exact description of symptoms for other concerns described by customers. Assign the jobs to technicians using Kerridge workshop loading module. Follow up the work progress with respective team leaders.
3. Customer Contact: Keep regular contact with customers to keep them abreast of the progress on their vehicles. At least once a day phone contact with every customer is necessary. The contact should be made using Kerridge CRM and updating the contact records.
4. Information, Delivery & Follow Up: Inform the customer when the vehicle is ready. As much as possible, the job details and costs should be informed on the phone, deliver the vehicle on customer arrival with full details of what jobs have been done. Also inform the customers which of the complaints have not been attended (if any) and why. Ask the customers if they are satisfied with the jobs done. Immediately escalate to Manager if any customer is not satisfied. Within 72 hours of delivery, call the customer to ensure satisfaction, log the call in Kerridge CRM.
5. Customer Relations: Establish a healthy and profitable relationship by proactively communicating and following up with the existing as well as prospective customers on the performance of their cars and if they require any service attention so as to consolidate and enhance the customer base.
6. Come Back Jobs: All come back jobs should be immediately escalated to Service Supervisor / Service Manager. A specific stamp should be applied on the repair order and flag raised using Kerridge; any come back job should not be delivered unless the repair order is signed by Service Manager.

Candidate Requirements

• University graduate or diploma in automobile engineering.
• Relevant working experience of 5 years in the automotive service industry.
• Good interpersonal and communication skills in English; Arabic is an advantage.
• Knowledge of Microsoft Office applications.