Service Advisor

Role Overview

Service Advisor at AWR Group. The Service Advisor is 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. They act as the liaison between customers and the service department, ensuring customer satisfaction and operational efficiency.

Role Purpose

Deliver exceptional customer service by managing the complete service journey, from vehicle intake through delivery, while maintaining NSSW standards, building long-term customer relationships, and driving service revenue targets.

Key Responsibilities

Customer Reception & Intake

• Follow NSSW standards in all customer touch points.
• Attend high-profile and major fleet customers.
• Demonstrate promptness in receiving and greeting customers.
• Understand customer needs through active listening.
• Conduct proper inventory of the customer's vehicle and record requirements.
• Update customer database with accurate information.

Service Planning & Documentation

• Re-confirm job requirements, repair details, costs involved, and delivery time.
• Obtain customer approval before proceeding.
• Arrange test drive as required jointly with customer.
• Ensure legible and clear job advice and create job card.
• Ensure pending job cards are closed within the time limit.

Job Progress & Communication

• Follow up on job progress.
• Provide feedback to customer for additional repairs, delayed delivery time, and obtain approvals.
• Attend customer queries promptly.
• Notify customer in advance in case of delay.
• Handle customer complaints on priority and bring to the notice of superiors.

Service Product & Warranty Management

• Brief customer on warranty coverage and service contract coverage.
• Promote service contracts and other service products through upselling.

Vehicle Delivery & Handover

• Ensure car is cleaned and ready for delivery as per the promised date and set time.
• Receive customer, explain jobs carried out and charges.
• Ensure payment and deliver the vehicle.

Relationship & Performance Management

• Develop and maintain long-term relationships to enhance customer retention.
• 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

• English and Arabic language proficiency (Arabic desirable).