Service Advisor

About the Role

We are searching for a dedicated and customer-centric Automotive Service Advisor to become a valuable member of our Aftersales team. This position serves as the crucial connection between customers and the workshop, aiming to provide a superior customer experience while meeting targets related to service, labor, parts sales, and customer satisfaction.

Responsibilities

• Develop and maintain strong professional relationships with customers to foster trust and confidence.
• Identify opportunities to upsell and actively pursue monthly KPIs and sales objectives.
• Manage daily labor and parts sales effectively, keeping Work in Progress (WIP) below 3% each month.
• Listen attentively to customers, diagnose vehicle issues through relevant questioning, and record reported problems accurately.
• Perform road tests when necessary to validate customer concerns and confirm repair completion.
• Communicate consistently with customers during the repair process, provide cost estimates, and secure approvals before commencing work.
• Clarify scheduling and appointment procedures and confirm payment methods including cash, warranty, or other arrangements.
• Collaborate with Workshop Team Leaders and Technicians to provide timely and accurate repair status updates to customers.
• Recommend suitable supplementary maintenance and repair services based on vehicle needs.
• Maintain a strong commitment to Customer Satisfaction Index (CSI) and Net Promoter Score (NPS), aiming for at least 80% positive feedback.
• Carry out additional duties as assigned by management.

Key Performance Areas

• Delivering excellent customer service.
• Achieving targets for labor and parts sales.
• Effective upselling techniques.
• Work In Progress control.
• Maximizing CSI and NPS scores.
• Coordinating with the workshop team.
• Consistent communication with customers.

Candidate Profile

• Customer-oriented with strong interpersonal and communication abilities.
• Confident in sales and proactive at identifying additional service opportunities.
• Focused on results and dedicated to meeting KPIs.
• Capable of understanding technical vehicle concerns and explaining them clearly.
• Well organized and able to juggle multiple customer and workshop demands.
• Effective team player skilled at coordination with technicians and leadership.
• Professional, proactive, and committed to exceptional customer service.

Why Join Us?

Be part of our Aftersales team and contribute significantly to an outstanding customer experience, boosting the growth and efficiency of our automotive service operations.