Service Advisor

Service Advisor serves as the primary point of contact between the customers and the after sales department. This role is responsible for warmly welcoming customers, assessing their service needs, preparing repair orders, coordinating with technicians, and ensuring timely updates until the vehicle is released. The position requires excellent communication, customer service, and organizational skills to deliver a positive customer experience and support efficient workshop operations.

The key responsibilities will be :

• Greet and assist customers professionally upon arrival at the service center.
• Answer inquiries (in person, by phone, or email) regarding services, schedules, and costs.
• Schedule service appointments and confirm bookings.
• Maintain a welcoming and organized reception area.
• Listen to customers’ concerns and accurately document vehicle symptoms/issues.
• Prepare and issue job orders/repair orders with complete details.
• Provide service estimates, explain recommended services, and obtain customer approval.
• Coordinate with workshop technicians and ensure correct execution of services.
• Monitor work progress and update customers on the status of their vehicles.
• Conduct vehicle walk-around inspections with customers upon check-in and release.
• Ensure quality checks are performed before vehicle delivery.
• Maintain proper filing and documentation of service records and job orders.
• Assist in warranty claims processing and insurance documentation if needed.
• Generate daily service reports as required by management.
• Ensure compliance with company policies, safety standards, and data confidentiality.

Qualifications :

• Bachelor’s degree in Business Administration, Customer Service, Communications, or a related field preferred.
• 1+ years in customer service, with experience in the automotive industry is advantageous. Fresh graduates are encouraged to apply.
• Exceptional verbal and written communication skills, with the ability to interact with customers at all levels.
• Strong organizational skills with the ability to manage multiple tasks and deadlines simultaneously.
• Analytical thinker with a proactive approach to addressing customer issues and supporting executives.
• Proficiency in office software (Microsoft Excel, MS Word, Google Workspace), and communication tools ( email, wecom, wechat ).
• Strong interpersonal skills, with the ability to build relationships and communicate effectively.
• Proficiency in MS Office applications
• Proficient in driving and must possess a valid driver’s license.