Service Advisor

Role Overview

Service Advisor at Ali & Sons Holding LLC. The role serves as the primary point of contact between customers and the workshop in an automotive after-sales environment.

Role Purpose

Deliver exceptional customer service and build long-term customer relationships while ensuring an outstanding customer experience, achieving workshop sales targets, and maintaining high Customer Satisfaction Index (CSI) scores.

Key Responsibilities

Customer Interaction & Communication

• Serve as the primary point of contact between customers and the workshop.
• Maintain regular communication with customers and provide timely updates on vehicle status.
• Advise customers on recommended services and overall vehicle performance.
• Coordinate with Customer Relations representatives to resolve customer concerns and complaints effectively.

Job Card & Documentation Management

• Prepare accurate pre-orders and DMS job cards, capturing complete customer and vehicle information.
• Record customer concerns, vehicle observations, damages, and missing items on job cards.
• Obtain customer signatures and approvals for all service and repair work.
• Review customer service history to identify recurring issues and previously completed repairs.
• Maintain proper documentation of approvals for additional repairs.

Warranty & Service Assessment

• Conduct preliminary assessments to determine warranty eligibility and customer-paid repairs.
• Obtain customer approval for additional repairs.

Workshop Coordination

• Coordinate with the Foreman to determine repair requirements and prepare job cards accordingly.
• Support Service Joiner Advisors and collaborate with workshop personnel as required.
• Keep Work-in-Progress (WIP) reports updated and monitor repair progress.

Performance & Compliance

• Achieve assigned KPIs, including Labour Sales, Parts Sales, CSI targets, Online Training completion, and WIP compliance.
• Maintain a professional appearance, positive attitude, and organized work environment.
• Ensure compliance with company policies, procedures, and health and safety regulations.
• Perform other duties as assigned by the Service Manager.

Qualifications & Experience

• Education: Bachelor's Degree in any discipline or Diploma.
• Experience: Minimum of 3 years of relevant experience in a similar Service Advisor role.
• Certification: Relevant automotive or customer service certifications preferred.
• License: Valid driving license is mandatory.

Skills & Competencies

• Strong customer service, communication, and relationship-building skills.
• Good understanding of automotive service operations and repair processes.
• Ability to manage multiple customer interactions while maintaining high service standards.
• Computer literate with experience using DMS systems and standard office applications.
• Telephone and computer handling skills required.
• Fluency in English is essential; Arabic is preferred.