Service Advisor

Reporting To: After Sales Manager

Job Summary: 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 facilities the sales of new units in the long term.

Key Responsibilities:

·        Receive and greet customers, understand their vehicle concerns and advice the service and repair needs, carry out as much visual inspection as possible to advice work required on the vehicle, use manufacturer's recommendations to advice additional work, agree the work scope and obtain cost and time agreement.

·        Write the instructions for technician for the routine jobs and exact description of symptoms for other concerns described by customers.

·        Assign the jobs to technicians and follow up the work progress with respectively team members.

·        Keep regular contact with customers to keep them abreast of the progress on their vehicles.

·        Inform the customer when the vehicle is ready. Job details and costs should be informed to customer as well, 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 48 hours of delivery, call the customer to ensure satisfaction.

·        Establish healthy and profitable relationship by proactively communicating and following up with the existing as well as prospective customer on performance of their cars and if they required any service attention so as consolidate and enhances the customer base

·        Participates in project work where applicable