Service Advisor

Key Responsibilities

• Welcome customers and professionally assess their vehicle service, repair, maintenance, and enhancement needs.
• Conduct a vehicle walk-around inspection and accurately document existing vehicle conditions, damages, and customer concerns.
• Listen to customer concerns and translate them into clear service requirements for the technical team.
• Recommend appropriate automotive services based on the vehicle's condition and customer's needs.
• Prepare accurate job orders, service estimates, quotations, and invoices.
• Explain recommended services, scope of work, pricing, estimated completion time, and other relevant details to customers.
• Secure customer approval before proceeding with additional or chargeable work.
• Coordinate closely with technicians, detailers, PPF installers, and workshop personnel regarding job requirements and priorities.
• Monitor the progress of ongoing service jobs and provide timely updates to customers.
• Manage customer expectations and immediately escalate delays, additional concerns, or service issues to the appropriate supervisor.
• Conduct quality checks and ensure completed services meet company standards before vehicle release.
• Coordinate vehicle release and explain completed services, recommendations, and maintenance requirements to customers.
• Handle customer inquiries, feedback, complaints, and service concerns professionally and promptly.
• Maintain accurate and updated customer and vehicle records in the company's system/CRM.
• Follow up with customers regarding pending quotations, recommended services, and future maintenance requirements.
• Coordinate with the Sales and Operations teams when additional products or services may be required.
• Ensure proper documentation, payment confirmation, and completion of service requirements before vehicle release.
• Maintain a clean, organized, and professional service reception/customer area.
• Comply with company policies, safety procedures, service standards, and customer service guidelines.

Qualifications

• Bachelor's degree in Automotive Technology, Business Administration, Marketing, or a related field is preferred.
• At least 1–2 years of experience as a Service Advisor, Automotive Service Consultant, or similar automotive customer-facing role.
• Experience in automotive detailing, PPF, ceramic coating, tint, automotive repair, or dealership service operations is an advantage.
• Strong knowledge of basic automotive services and vehicle components.
• Excellent customer service and communication skills.
• Strong sales and negotiation skills.
• Ability to explain technical information in a simple and customer-friendly manner.
• Strong organizational and coordination skills.
• Computer literate and preferably experienced with CRM or automotive service management systems.
• Detail-oriented, proactive, and able to work under pressure.
• Willing to work on weekends and holidays when required.