Service Advisor - Automotive

Job Purpose The Service Advisor is responsible for supporting customers with their vehicle service requirements by providing accurate information, managing service schedules, and ensuring a seamless customer journey from vehicle drop-off to collection. The role acts as a key link between customers and the service department to ensure high levels of customer satisfaction and operational efficiency. Key Responsibilities • Adhere to NSSW standards across all customer touchpoints. • Manage and attend to high-profile and major fleet customers. • Greet customers promptly and professionally, identifying and understanding their service needs. • Conduct a proper vehicle check-in and accurately record customer requirements. • Maintain and update the customer database. • Reconfirm job requirements, repair details, costs, and delivery timelines, and obtain customer approval. • Arrange joint test drives with customers when required. • Prepare clear, accurate, and legible job cards and service advice. • Monitor and follow up on job progress to ensure timely completion. • Inform customers of additional repairs or delays and obtain necessary approvals. • Explain warranty coverage and service contract benefits to customers. • Promote service contracts and additional service products (upselling). • Ensure job cards are closed accurately and within the required timelines. • Confirm vehicles are cleaned and ready for delivery as per the promised date and time. • Proactively notify customers in advance of any service delays. • Handover vehicles by explaining work completed, costs incurred, and ensuring payment is collected. • Achieve assigned financial and non-financial targets (labour sales, CSI, RO numbers, service campaign targets, etc.). • Build and maintain long-term customer relationships to improve retention. • Handle customer complaints with priority and escalate issues to management when required. • Respond to customer queries promptly and professionally. • Ensure all pending job cards are closed within the stipulated timeframes. Educational Qualifications • Degree or three-year Diploma in Automobile or Mechanical Engineering. Work Experience • Minimum of three years’ practical experience in a similar role with an authorized dealer. Competencies • Strong customer handling and negotiation skills. • Sound knowledge of vehicle systems, repairs, and maintenance services (automotive industry experience preferred). • Excellent customer service, communication, and interpersonal skills. • Strong organizational and multitasking abilities. • Ability to manage time effectively and prioritize tasks in a fast-paced environment. • Proficiency in Microsoft Office and service management systems (preferred). Languages • English (mandatory) • Arabic (desirable)