Service Advisor

2 weeks ago

Dubai, Dubai, United Arab Emirates Juma Al Majid Holding Group L.L.C Full time
Roles and responsibilities

A ServiceAdvisor is a professional who acts as a liaisonbetween customers and the service department in industries likeautomotive, equipment repair, and maintenance services. They workprimarily in car dealerships, repair shops, or service centers,helping customers by understanding their needs, schedulingservices, recommending necessary repairs, and ensuring a positiveexperience throughout the service process. Their role is crucial inensuring customer satisfaction, managing repair and maintenancework, and contributing to the overall success of the servicedepartment.

Key Responsibilities of a ServiceAdvisor

  1. CustomerInteraction:

    • Greetingand Consulting Customers: Welcome customers as theyarrive and ask questions to understand their service needs, whetherit's a routine check-up, repair, ormaintenance.
    • ExplainingServices: Clearly explain the services available,what work is needed on the customer's vehicle or equipment,and provide estimates for the cost and timerequired.
    • Handling CustomerInquiries: Address questions about vehicleperformance, warranty coverage, service history, or repairprocesses.
    • UpsellingServices: Recommending additional services based onthe vehicle's condition or upcoming maintenanceneeds.

  2. ServiceScheduling:

    • BookingAppointments: Schedule service appointments based oncustomer availability and service departmentcapacity.
    • PrioritizingServices: Determine the urgency of service needs,especially for emergency repairs or time-sensitive maintenance, andmanage appointmentsaccordingly.
    • Coordinating withTechnicians: Communicate with service technicians toconfirm available time slots and align customer expectations withthe technician'sschedule.

  3. EstimatingCosts and ProvidingQuotes:

    • CostEstimates: Provide customers with cost estimates forboth repairs and routine maintenance services. This includes laborcharges, parts costs, and any additionalfees.
    • PreparingQuotes: Create and deliver written service quotes tocustomers before starting any work to ensure transparency inpricing.
    • ProcessingPayments: Handle payments for services rendered andensure that the correct charges areapplied.

  4. ServiceProcessManagement:

    • UpdatingCustomers: Keep customers informed about the statusof their service, especially if there are any delays, unexpectedrepairs, or issues that arise during the serviceprocess.
    • Managing WorkOrders: Create, track, and close work orders asservices are completed, ensuring that all work is documentedaccurately and customers' needs aremet.
    • CoordinatingRepairs: Collaborate with technicians and mechanicsto ensure that repairs are completed on time and withinbudget.

  5. ProblemResolution:

    • AddressingComplaints: Handle customer complaints or concernsprofessionally, ensuring that issues are resolved quickly and in amanner that maintains customersatisfaction.
    • ServiceRecommendations: Provide suggestions for preventivemaintenance or repairs to avoid future issues and ensure thevehicle or equipment'slongevity.

  6. CustomerRelationshipManagement:

    • BuildingRelationships: Develop long-term relationships withcustomers by offering great service, personalized recommendations,and consistentfollow-ups.
    • Post-ServiceCommunication: Follow up with customers afterservices are completed to ensure their satisfaction and to informthem about any additional services they mayneed.
    • CustomerRetention: Encourage repeat business by ensuringcustomers are satisfied with the service, offering loyaltyprograms, or informing them about specialdeals.

  7. ManagingService DepartmentDocumentation:

    • MaintainingRecords: Keep accurate records of customer services,repairs performed, service history, and any partsused.
    • TrackingInventory: Ensure that the necessary parts andmaterials are in stock for upcoming repairs and services,coordinating with the parts department ifneeded.

  8. SalesandMarketing:

    • PromotingServices: Encourage customers to use additionalservices, such as tire rotations, oil changes, or vehicledetailing, based on the condition of theirvehicle.
    • MarketingCampaigns: Participate in service departmentmarketing campaigns, such as email promotions, seasonal offers, orloyalty programs, to generate morebusiness.

  9. ManagingWarranty andInsurance:

    • WarrantyServices: Advise customers on warranty coverage forrepairs, ensuring that eligible services are covered under thewarranty terms.
    • InsuranceClaims: Assist customers with filing insuranceclaims if the service is related to an accident or damage coveredby insurance.
Desired candidate profile
  • Receives & servescustomers' following companies' &manufacturers' procedures in order to sustain a positiveservice experience to each customer.
  • Solvescustomers' complaints to keep a high level of customersatisfaction.
  • Up sells added value services tomaximize revenue to service center.
  • Updatescustomers' information on system for reliable CRMdata.
  • Reviews outstanding repair orderscontinuously for closing &settlement.
  • Attends training programs toimprove skills & competencies
  • Feedsback ideas/suggestions to improve customers' serviceprocesses & increase revenue.
  • Advisescustomers the feasibility of car trade in when repair costs becomehigh as to get customer's trust &loyalty.

Requirements

  • High School graduated or educationalcourses related to customer service
  • 3 yearsexperience as Service Advisor (preferred with any AutomotiveAgency/Dealer)
  • Excellent communication skillsin English
  • SmartAppearance
  • Has Experience in Auto line DMSSystem
Key Skills
Administrative Operations,Service Management,ManagementExperience
Employment Type :Full-time
Department / Functional Area: Administration
Experience: years
Gender: Male
Vacancy: 1

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