Job Summary
Act as the main point of contact between customers and the service center, ensuring excellent customer service throughout the vehicle repair process. Responsible for understanding customer concerns, coordinating with the workshop team, and ensuring timely vehicle delivery and customer satisfaction.
Key Responsibilities
- Welcome customers and understand their vehicle concerns and service requirements.
- Open repair orders and document customer complaints accurately.
- Explain required repairs, service recommendations, costs, and estimated completion times.
- Coordinate with workshop technicians to monitor repair progress and ensure timely delivery.
- Keep customers updated on repair status and any additional work required.
- Handle customer complaints professionally and ensure effective resolution.
- Ensure accurate service documentation and follow dealership procedures.
- Follow up with customers after service to ensure satisfaction and build long-term relationships.
- Achieve customer satisfaction and service-related performance targets.
Requirements
- Bachelor’s degree in Mechanical or Automotive Engineering, or a relevant qualification.
- 4 – 5 years of experience as a Service Advisor in an authorized automotive dealership.
- Strong customer service, communication, and interpersonal skills.
- Good knowledge of automotive aftersales operations and vehicle repair processes.
- Ability to handle customer complaints and manage customer expectations.
- Excellent command of English.