Service Advisor (Talent Pool)

Role Overview

Service Advisor (Talent Pool) at AWR Group. This is a customer-facing role responsible for assisting customers with their service needs, providing detailed information about services offered, managing service schedules, and ensuring a smooth customer experience from drop-off to pick-up.

Role Purpose

The Service Advisor acts as the liaison between customers and the service department, ensuring customer satisfaction and operational efficiency throughout the service journey.

Key Responsibilities

Customer Service & Communication

• Follow NSSW standards at all customer touch points.
• Greet customers promptly and understand their service needs.
• Attend high-profile and major fleet customers.
• Attend customer queries promptly.
• Receive customers, explain jobs carried out and charges, ensure payment and deliver the vehicle.
• Notify customers in advance in case of service delays.

Service Planning & Documentation

• Record proper inventory of customer's vehicle and document customer requirements.
• Update customer database.
• Re-confirm job requirements, repair details, costs involved, and delivery time, obtaining customer approval.
• Ensure legible and clear job advice and create job card.
• Ensure pending job cards are closed within the time limit.
• Ensure job cards are closed on time.

Service Delivery & Follow-up

• Arrange test drive as required jointly with customer.
• Follow up on job progress.
• Ensure car is cleaned and ready for delivery as per promised date and set time.
• Provide feedback to customer for additional repairs and delayed delivery time, obtaining approvals.

Customer Retention & Sales

• Brief customer on warranty coverage and service contract coverage.
• Promote service contracts and other service products (upselling).
• Develop and maintain long-term relationships to enhance customer retention.

Problem Resolution & Escalation

• Handle customer complaints on priority and escalate to superiors.

Performance & Targets

• Achieve financial and non-financial targets including labour sales, CSI, RO numbers, and service campaign targets.

Qualifications & Experience

• Degree or 3-year Diploma in Automobile or Mechanical Engineering.
• 3 years practical experience with dealers in similar positions.

Skills & Competencies

• Customer handling and negotiation skills.
• Strong knowledge of vehicle systems, repairs, and maintenance services (preferred in automotive industries).
• Excellent customer service, communication, and interpersonal skills.
• Strong organizational and multitasking abilities.
• Ability to manage time effectively and prioritize tasks in a fast-paced environment.
• Proficiency in Microsoft Office Suite and service management software (preferred).

Additional Information

• Languages: English required; Arabic desirable.