Automotive Luxury Brand Service Advisor - Western Cape, Stellenbosch

SUMMARY:
Remuneration: A competitive salary is offered + incentive scheme +medical aid + provident fund
 
Purpose Of The Job:
 
The Service Advisor will be the primary point of contact for customers seeking vehicle service and maintenance at our dealership. They will work closely with both customers and technicians, managing service appointments, diagnosing customer concerns, and ensuring that the service experience is smooth, efficient, and tailored to the specific needs of our customers. The ideal candidate will have excellent communication skills, a strong understanding of automotive systems, and a passion for providing outstanding customer service in a luxury automotive environment.

POSITION INFO:
Key Responsibilities:
Customer Interaction & Communication

• Greet customers promptly and professionally, determining their service needs and concerns
• Provide accurate and timely estimates for repair and maintenance services
• Explain technical issues in clear, non-technical terms to customers, ensuring they fully understand the required work and any associated costs
• Maintain ongoing communication with customers regarding the status of their vehicle service, including any changes in timing or cost
• Follow up with customers post-service to ensure satisfaction and resolve any concerns

• Schedule service appointments in a way that optimizes workshop capacity while meeting customer needs
• Coordinate with technicians to ensure that customer vehicles are worked on efficiently and completed within expected time-frames
• Ensure all necessary parts and supplies are available for vehicle repairs and maintenance prior to the scheduled service

• Create detailed service orders, recording all relevant vehicle information, concerns, and work performed
• Maintain accurate and up-to-date customer records, ensuring that warranty information and service history is properly logged
• Manage service-related invoicing and payment processing, ensuring accuracy and timeliness

• Oversee the quality of service work performed by technicians, ensuring that work is completed to OEM’s standards
• Strive to achieve and exceed customer satisfaction and loyalty by delivering exceptional service experiences
• Handle customer complaints and concerns professionally, escalating issues to management when necessary

• Keep up to date with product knowledge, including new models, services, and promotions offered by Dealership/OEM
• Be an advocate for the dealership’s services, promoting special offers and services to customers as appropriate

• Work closely with the service team, parts department, and sales teams to ensure smooth operations and a high level of service
• Report daily, weekly, and monthly metrics on service department performance, customer satisfaction, and service volume

• Minimum 2 years’ experience in a Service Advisory oriented position. Dealership experience would be beneficial
• Bilingualism in both English and Afrikaans would be preferred.
• Computer literate (Office Suite)
• Driver’s license, own transport
• A Technical qualification would be advantageous

• Communication with Impact
• Customer & Service Orientation
• Problem Solving
• Motivation to Perform & Achieve Results
• Self-Management and Resilience