Job Title: Service Advisor

Job Description:

Facilitate the service operations in the center in terms of manpower and facility to achieve the targets in areas of customer satisfaction, customer retention, and productivity by adhering to the company’s vision, mission, and values and applying the standard operating procedures.

Responsibilities:

Carrying-out pre-acceptance inspection (damage on body, valuables inside, accessories, etc.) and records results on check sheet and confirm with the customer through proper checking of the physical condition and inventory of the vehicle. Assist in the center’s achievement of CSI and increase customer retention through demonstrating professionalism during the customer engagement activities. Ensure that satisfactory repairs are done as per the customers’ demands with the coordination with the Chief Technician in the job assignments, preliminary diagnostic procedures and final inspection of the car. Discusses details with the customers the works to be done, the estimated cost of repair and the delivery time of the car through appropriate diagnoses of his vehicles using all channels of communication. Communicate with the customer on any progress of the repair of the vehicle and get his approval and confirmation on additional parts that may be required through proper communication protocol and avoids unnecessary replacement of spare parts. Ensures highly satisfied Guest by supporting a “Guest Centric” and “Fix-It-Right” mindset to the service team to achieve high quality after sales activities through an effective networking with other departments in the Center in accordance to service standards. Follows-up vehicle spare parts with Parts Department through proper coordination with the Parts Supervisor to accomplish the repairs and timely delivery of the car to the customer. Conduct post service follow-up for complaints, issues and concerns and report immediately to the Workshop Floor Manager for appropriate review and resolutions. Improve customer confidence and satisfaction by adhering to the stipulated service operation standard in order to build customer’s trust and improve customer retention. Ensures that repairs are done as per customer’s request through confirming with the customer of the service repair agreement in order to achieve customer’s trust and confidence. Monitors the Job Controller in entering correct data (operation number), recording the repairs carried out and updating status of vehicle delivery through review of the results of Computerized Time Control Sheets for use in the productivity (man-hour) analyses. Ensure that the Chief Technician is complying with the quality control policy and procedures to maintain company’s integrity and branding image.

Qualifications:

English Language: Basic knowledge of the structure and content of the English language, including the meaning and spelling of words, rules of composition, and grammar. Minimum: Bachelor's Degree or Equivalent Minimum 1–2 years experience in Service area Strong organizational and time management skills, with the ability to prioritize tasks and meet deadlines in a fast-paced environment. Excellent verbal and written communication skills, with the ability to effectively communicate with individuals at all levels of the organization. Strong attention to detail and accuracy in all aspects of work, including document preparation and data management.