Automotive Service Advisor

Job Description:

• Represent the Company in a professional manner as a front-line employee
• Answer incoming phone calls and assist customers with inquiries.
• Schedule service appointments, assist customer vehicle check-in and manage the service workflow.
• Coordinate with all stakeholders to ensure timely and accurate updates.
• Update customers of their vehicle status throughout the service process.
• Review the jobs completed with the customer, ensuring satisfaction.
• To perform basic investigation into customers complains and rectify the problems by coming up with recommendation within guidelines
• Prepare and present accurate labour, parts and services cost estimates.
• Process service orders, invoices, and payments to/for workshop/contractors
• Maintain detailed records of services performed and parts used.
• Manage all documentation, including costs, claims and vehicle history files internally.
• Work or liaise with all stakeholders such as controllers, customers and vendors.
• Escalate more pressing issues to Supervisors.
• Conduct vehicle inspections and diagnose basic issues, explain necessary repairs in a precise and easily understood manner.
• Efficiently schedule service appointments, working closely with the technical team and parts department.
• Co-ordination of work required with both the workshop and the body & paint department for timely completion of repairs.
• Ensure high level of customer satisfaction by addressing concerns and do follow-up calls post-service to ensure expectations are met.
• Monitoring and review of jobs, filing, tracking and settlement in a timely manner.
• Reports to Aftersales Management of daily jobs and weekly progress.
• Perform additional duties as assigned by management.

Requirement:

• At least 3 year(s) of working experience in the related field.
• Good Organisational Skills, Team Player, Aptitude for Problem Solving.
• Strong communication skills with both external and internal customers.
• Knowledge of car components and able to access basic vehicle issues is a plus
• Customer-focused with a commitment delivering exceptional service.
• Experienced dealing with fleet and private owners/representatives.
• Some hands-on experience or understanding in automotive servicing and repairs will be advantageous.
• Good computer skills with knowledge in MS Excel and workshop DMS system.
• Experience in a Dealership setting will be an advantage
• Knowledge of automotive repair and maintenance
• Strong organizational and multitasking abilities
• Possess a valid class 3 driving license