Passenger Vehicle Service Advisor with Premium Brand experience - Cape Town

SUMMARY:
Remuneration: Market Related dependent on skill set, knowledge, and experience
 
Purpose Of The Job:
 
Our client is looking for a Qualified an experienced Service Advisor to join the team. The Service Advisor acts as the primary link between customers and the workshop, ensuring a seamless service experience that reflects the premium standards of the brand. The role demands strong communication, technical understanding, and organisational skills to manage bookings, relay accurate repair information, and maintain high customer satisfaction. By coordinating effectively between customers, technicians, and parts personnel, the Service Advisor ensures efficiency, transparency, and trust throughout the repair process.

POSITION INFO:
Responsibilities:
Customer Service & Communication

• Greet customers warmly and professionally, ensuring a welcoming and premium experience
• Record and verify customer concerns, accurately opening and maintaining job cards
• Explain service, repair and preventative maintenance requirements clearly, providing transparent cost estimates and securing authorisation prior to work
• Keep customers informed of vehicle progress, additional repair needs, quotations and estimated completion times
• Proactively follow up with customers post-service to confirm satisfaction and encourage repeat business
• Handle queries, complaints, or concerns with empathy and professionalism, escalating where necessary

• Schedule services and repairs according to workshop capacity, urgency, and recommended service intervals
• Communicate clearly with the workshop foreman and technicians regarding diagnostics, job priorities, and timeframes
• Monitor job progress and proactively resolve bottlenecks to ensure timely delivery
• Ensure accurate job card documentation, including detailed descriptions of work performed, parts used, and technician notes

• Liaise with the parts department to ensure timely availability of genuine and Used (where applicable) parts
• Verify VIN, mileage, and service history to align with manufacturer standards
• Ensure all job cards are closed with correct labour operations timing, parts, and consumables captured prior to invoicing
• Maintain accurate records in line with company policies, audit requirements, and company standards

• Promote value-added services such as headlight polishing, A/C re-gassing, replacement of hoses etc, to name a few
• Identify opportunities for upselling preventive maintenance or recommended manufacturer services
• Support workshop targets by contributing to customer retention and revenue growth

• Minimum of 3-5 years’ related experience in a role as Service Advisor in a Premium Brand in the Motor Industry / Automotive Workshop
• Strong technical knowledge of vehicle servicing, repair, and diagnostics
• Excellent verbal and written communication skills with the ability to simplify technical terms
• Strong administrative and computer literacy
• Ability to work under pressure, multitask, and manage competing priorities
• Professional, customer-focused presentation and demeanour

• Customer Satisfaction & Retention: Measured through feedback, repeat business, and Post Service surveys
• Operational Accuracy: Timely and correct creation/closure of job cards, parts requisitions, and invoicing
• Communication Effectiveness: Smooth information flow between customers, technicians, and parts
• Compliance: Adherence to company policies, health and safety requirements, and brand standards
• Workshop Efficiency: Contribution to minimised downtime and maximised throughput