Service Advisor

SUMMARY:
Position Overview:
The Service Advisor acts as the liaison between customers and the workshop, ensuring a smooth and professional service experience. They are responsible for interpreting customer concerns and requirements, scheduling service appointments, coordinating repair work, and ensuring customer satisfaction through clear communication and efficient service delivery.

POSITION INFO:
Key Responsibilities:

• Greet customers in a friendly and professional manner and identify their service needs.
• Open and manage job cards accurately, recording customer information, vehicle details, and repair requirements.
• Communicate clearly with technicians to ensure accurate diagnostics and repair instructions.
• Provide detailed cost estimates and obtain necessary customer authorisations.
• Update customers on job progress, additional work required, and estimated completion times.
• Conduct vehicle handovers, ensuring work has been completed to standard and explaining invoices or repairs as needed.
• Manage warranty claims and ensure compliance with OEM (Original Equipment Manufacturer) policies and procedures.
• Maintain a strong understanding of dealership products, promotions, and service plans.
• Ensure CSI (Customer Satisfaction Index) targets are consistently achieved or exceeded.
• Follow up with customers post-service to ensure satisfaction and build long-term relationships.
• Maintain an organised and professional reception area and adhere to dealership service processes.

• Matric / Grade 12.
• Relevant automotive industry experience (minimum 3–5 years as a Service Advisor within a franchise dealership).
• Working knowledge of Kerridge, Automate, or similar dealer management systems.
• Strong technical understanding of vehicles and service processes.
• Excellent communication, interpersonal, and customer service skills.
• Ability to work under pressure in a fast-paced environment.
• Valid driver’s licence.

• Customer-centric attitude with strong problem-solving abilities.
• Attention to detail and high level of accuracy.
• Professional appearance and behaviour.
• Team-oriented with a proactive approach.
• Time management and multitasking skills.