Service Advisor

the Senior Service Advisor serves as a key point of contact between customers and the service workshop, ensuring a high standard of customer satisfaction, accurate vehicle diagnosis and repair estimation, efficient repair order management, and timely vehicle delivery. The role is responsible for managing complex customer requirements, handling escalated complaints, maximizing service and parts revenue, monitoring repair progress, and supporting the Workshop Management in achieving departmental operational, customer satisfaction, and profitability targets. The Senior Service Advisor is also expected to guide and support junior Service Advisors and contribute to continuous improvement of service operations.

1. Customer Service & Relationship Management Greet customers professionally and understand their vehicle service and repair requirements. Act as a trusted advisor to customers by providing clear and accurate information regarding vehicle condition, repairs, maintenance requirements, costs, and timelines. Explain technical recommendations in a clear and customer-friendly manner. Obtain customer approval before commencing additional or recommended work. Maintain regular communication with customers regarding repair status, delays, additional work, and expected completion times. Handle customer complaints and escalations professionally and ensure timely resolution. Follow up with customers after vehicle delivery to ensure satisfaction and identify further service opportunities. Build strong long-term customer relationships and encourage customer retention.

2. Vehicle Reception & Inspection Conduct professional vehicle reception and understand customer concerns accurately. Record customer complaints and vehicle condition correctly on the repair order. Coordinate with technicians for accurate diagnosis and repair recommendations. Ensure all relevant vehicle concerns are documented before work commencement. Identify additional maintenance and repair opportunities based on vehicle condition and manufacturer/service requirements. Ensure proper documentation of vehicle handover and customer authorization.

3. Repair Order Management Open, update, and close repair orders accurately and within company standards. Monitor the progress of repair orders and ensure timely completion. Coordinate closely with technicians, workshop supervisors, parts, warranty, and other relevant departments. Ensure labor, parts, sublet work, and additional repairs are correctly allocated to repair orders. Monitor pending jobs, delayed repairs, and parts availability. Proactively communicate any delays or changes in repair timelines to customers. Ensure repair orders are closed accurately with all required documentation.

4. Sales & Revenue Generation Achieve assigned monthly labor and parts sales targets. Promote preventive maintenance, service packages, accessories, and value-added services. Identify and recommend additional repair and maintenance requirements based on vehicle condition. Maximize upselling and cross-selling opportunities while maintaining customer trust and transparency. Improve estimate approval and conversion rates. Monitor individual sales performance and take corrective action where required. Support the Service Manager in achieving overall workshop revenue and profitability objectives.

5. Vehicle Delivery Ensure all completed vehicles undergo the required quality checks before delivery. Review completed repairs, recommendations, and invoices with customers. Explain completed work and any future maintenance requirements. Ensure the vehicle is delivered within the committed timeline. Confirm customer satisfaction before vehicle handover. Address any outstanding customer concerns before final delivery wherever possible.

6. Customer Complaint & Escalation Management Take ownership of escalated customer complaints and service-related concerns. Investigate complaints by coordinating with workshop and management teams. Provide appropriate solutions within company policies and authorization limits. Maintain proper documentation of complaints and resolutions.

Pay: AED6,000.00 - AED8,000.00 per month

Work Location: In person