Service Advisor

Job Description

To provide prompt and quality services to customers relating to the service and repairs of vehicles, acting as an interface between the technician and the customer to ensure cost effective repair and service to both parties.

Specific Role Responsibilities

Operational: To maintain excellent standards of departmental administration, such as service sheets, invoices, job cards, warranty claims, authorisations, cash out standing, WIP (work in progress) etc. To ensure accurate ''verbatim'' customer information to uphold FRFT. To maintain customer database with contact details and information. To assist dealership in achieving industry standards of process efficiency. To maintain and further develop own personal knowledge base in order to remain up-to-date.

Customer focus: To deliver value to the customer by providing any necessary advice and recommendations that would enhance their experience of the brand. To maximise customer awareness of all products and services available. To develop and maintain high levels of customer satisfaction and customer loyalty to ensure repeat business. To receive customers (directly or via Meet-n-Greet) in a professional and friendly manner in order to ensure they feel valued. To create collaborative internal and external partnerships in order to expedite service delivery. To take the initiative and exceed customer satisfaction, even in the face of setbacks or obstacles. To liaise and interact with the customers accurately in order to completely understand and comprehend their service needs. To maintain contact with customers on an ongoing basis regarding any possible service concerns or additional requirements. To effectively interact and communicate with customers, explaining service details in an understandable and appropriate manner, involving Service Technicians when necessary. To ensure costumer complaints are effectively managed via CRM'' systems.

Qualifications and Experience

Grade 12 / Matric (essential) Basic technical understanding(essential) Additional language would be an advantage 2- 3 yrs in automotive service industry.

Skills and Personal Attributes

Product knowledge Internal procedures and processes Basic technical understanding & background Basic mathematical knowledge (numeracy) Oral communication skills Administration skills Written communication skills People / customer interaction skills Diplomacy / resilience / dealing with pressure Flexibility Problem resolution / decision-making Team working skills PC Skills Customer focus