Service Advisor

Role Overview

Service Advisor at Al Tayer Group, Dubai, UAE. The role exists to provide professional service to customers by accurately recording and organizing quality repair and maintenance services, enhancing customer retention and after-sales revenue while giving professional advice on current and future maintenance needs.

Role Purpose

Deliver exceptional customer service through accurate documentation of repair and maintenance work, transparent communication of service requirements and costs, and proactive follow-up to build lasting customer relationships and maximize after-sales revenue.

Key Responsibilities

Customer Service & Communication

• Receive and greet customers and discuss servicing and repair needs.
• Guide customers on assessment and repair of problems and faults, providing service recommendations based on manufacturer specifications.
• Explain to customers the contents of the job, its value, and costs involved.
• Keep customers constantly posted on the status of back-order parts, their actual date and time of arrival.
• Keep customers periodically informed about work progress.
• Deliver vehicles after collecting repair charges, LPO, or IPO.
• Deliver the vehicle in a courteous manner once the job is completed to the entire satisfaction of the customer and workshop authorities.

Job Documentation & Quality Assurance

• Record service requirements correctly on the job card to avoid ambiguity affecting repair quality.
• Prepare clear and unambiguous work instructions for technicians to carry out the job.
• Keep in constant touch with technicians to ensure work is progressing properly.
• Organize inspection upon completion of the job to ensure quality meets prescribed standards.
• Satisfy the customer that the job has been carried out as desired.

Customer Relationship & Retention

• Establish healthy and profitable relationships by proactively communicating with existing and prospective customers.
• Follow up with customers on the performance of their cars and whether they require service attention.
• Consolidate and enhance the customer base through continued engagement.
• Retain customer confidence by demonstrating genuine interest in resolving their problems.
• Follow up on Work In Progress (WIP) targeting closer in 30 days.
• Follow up with customers on long-pending vehicles for taking delivery.
• Establish cordial relations with customers and workshop staff.

Sales & Development

• Up-sell new accessories, service packages, and additional services.
• Participate actively in service campaigns.
• Upgrade product knowledge through web-based training and classroom training.

Qualifications & Experience

• Vocational qualification in automotive trade, or Diploma in Automobile Engineering, or graduate qualification.
• Two to five years of experience in automotive trade.

Additional Information

• Continued education and training participation required.