Service Advisor

ROLE SUMMARY The role holder is responsible to act as the link between customers & service technicians and communicate with customers regarding their vehicle service and repair requirements, the expected timeline and provide technicians with accurate description ensuring increase in customer satisfaction. The role holder shall also provide quality service delivery as per Massar standards and achieve retail revenue growth. MAJOR AREAS OF RESPONSIBILITY • Greets customers and offers excellent customer service from intake to release of the vehicles, ensuring optimal customer satisfaction. • Communicates effectively with customers to understand repair requirements, submits work orders to technicians, orders needed parts and collects the due payment after repairs are completed. • Diagnoses vehicle repair requirements based on customer description and vehicle condition. • Utilizes knowledge of Massar products and services to provide in-depth information about available parts and service options to customers • Translates customer requests to actionable work orders for technicians • Orders necessary parts from suppliers as required and follows up delivery to technicians. • Ensures that automotive services provided to customers meet the quality standards set by the company • Invoices customers and collects payment for services rendered. • Handles and resolves customer complaints regarding services. • Maintains customer records and enters data into relevant computer databases • Contacts customers to advise them on service changes and/or car pick-up times. • Maintains positive customer relationships to ensure continuous flow of business. • Improves out of service days on an average to less than five days. • Reduces direct vehicle and equipment maintenance cost and achieves assigned retail revenue budget. • Minimizes repeat jobs by carefully aligning job card with customers’ requirements and fulfils customer needs based on timely delivery, assuring great quality within the estimated / agreed price. • Performs other related duties as required Experience • A minimum of 5 to 7 years of experience as a service advisor in any leading automotive company. Education and Qualifications • Preferably Diploma or Engineering degree in automotive field. Top competencies required o Excellent verbal & written communication skills o IT skills o Working knowledge of automotive products, repairs and parts o Exceptional customer service skills o Basic mathematics skills to prepare and process bills and customer payment o Ability to communicate complicated automotive processes to customers who may only have basic automotive knowledge