Automotive Multifranchise Passenger Vehicle Service Advisor - Western Cape; Cape Town (Southern Suburbs)

SUMMARY:
Remuneration: Market-related, dependent on experience and qualifications
 
Purpose Of The Job:
 
We are seeking an experienced and customer-focused Passenger Vehicle Service Advisor to join our dynamic dealership team. The successful candidate will act as the key liaison between customers and the workshop, ensuring exceptional customer service, accurate job costing, and efficient vehicle service delivery. Experience within a multi-franchise dealership environment will be advantageous but is not a mandatory requirement. Candidates with a proven track record as a Service Advisor in a passenger vehicle dealership environment are encouraged to apply.

POSITION INFO:
Key Responsibilities:
Customer Service & Relationship Management

• Greet customers professionally and establish service requirements
• Accurately record customer concerns and vehicle requirements
• Provide customers with estimates, service recommendations, and repair timelines
• Maintain regular communication regarding work progress and completion
• Handle customer queries, complaints, and concerns efficiently and professionally
• Build and maintain strong customer relationships to encourage repeat business

• Open and manage job cards accurately
• Schedule service and repair bookings effectively
• Coordinate workflow between customers, technicians, workshop controllers, and parts departments
• Monitor work progress to ensure deadlines and quality standards are met
• Ensure all required authorisations are obtained before additional work is carried out

• Prepare quotations and invoices accurately
• Ensure warranty claims and supporting documentation comply with manufacturer requirements
• Maintain accurate customer and vehicle records on the dealership management system
• Adhere to company policies, manufacturer standards, and health and safety requirements
• Ensure all service documentation is completed and filed correctly

• Identify and promote additional service, maintenance, and repair opportunities
• Recommend preventative maintenance and genuine parts where appropriate
• Assist in achieving workshop sales, labour, and customer retention targets

• Grade 12 / Matric
• Minimum 2-3 years' experience as a Service Advisor within a passenger vehicle dealership
• Multi-franchise dealership experience is preferred but not essential
• Strong understanding of service department operations
• Computer literacy and experience using dealer management systems
• Valid driver's licence
• Excellent communication and interpersonal skills
• Strong administrative and organisational abilities

• Experience within a multi-franchise passenger vehicle dealership environment
• Knowledge of manufacturer warranty processes
• Automotive qualification or relevant technical knowledge
• Experience working with premium and volume brands

• Customer-centric approach
• Excellent verbal and written communication skills
• Attention to detail and accuracy
• Ability to work under pressure in a fast-paced environment
• Problem-solving and conflict-resolution skills
• Strong planning and organisational skills
• Team player with a professional attitude
• Sales and upselling ability

• Customer Satisfaction Index (CSI) scores
• Workshop labour sales and GP targets
• Service bookings and customer retention rates
• Job card accuracy and completion
• Warranty compliance and administration accuracy
• Customer complaint resolution