Service Advisor

SUMMARY:
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POSITION INFO:

Main Purpose of the Job

• Assist customers with service and maintenance needs.
• Ensure customer satisfaction with vehicles and the dealership.
• Act as a liaison between service/repair departments and customers.
• Resolve all customer complaints effectively and professionally.

Qualifications

• Grade 12 (Matric)
• Code B Driver’s License (Essential)
• Computer Literacy (Essential)
• Kerridge System Knowledge (Desirable)
• Knowledge of vehicle legislation, consumer law, and trade practices (Essential)

Experience Required

• Minimum of 3 years’ experience in the motor industry in an administrative or service advisor role.

Key Job Outputs

Book in Vehicles for Service or Repair

• Review job cards in preparation for the day.
• Greet and assist customers.
• Book in vehicles using standard checking and recording procedures.
• Check for active campaigns on the system.
• Record and confirm visible damage with customer consent.
• Prevent booking-related customer complaints.

Monitor Progress of Work

• Track vehicle repair/service status throughout the day.
• Proactively update customers on delays or additional work.
• Upsell additional work as needed:
  • Request cost estimates.
  • Communicate with the customer.
  • Obtain approval for extra work.
  • Schedule follow-ups if necessary.
• Ensure maintenance plan work is authorised properly.

Monitor Carry-Overs in the Workshop

• Identify and monitor possible carry-overs.
• Prevent delays by following up daily on:
  • Parts availability and orders.
  • Pending work tasks.
• Proactively inform customers about carry-overs.
• Order parts using the correct procedures and ensure authorisation.
• Keep customers informed about progress.
• Handle and resolve customer queries or complaints.

Vehicle Handover Post-Service/Repair

• Deliver vehicles at the promised time and in satisfactory condition:
  • All work completed.
  • Vehicle clean.
• Communicate any delays proactively.
• Clearly explain the invoice to the customer.
• Ensure payment agreements are authorised.
• Process and follow up on payments.
• Escort customers to their vehicles.
• Do not release vehicles without full payment or approved arrangements.

Ensure Customer Satisfaction

• Achieve or exceed CSI (Customer Satisfaction Index) targets.
• Proactively address customer concerns.
• Ensure 100% vehicle readiness at promised time.
• Resolve complaints within policy guidelines.
• Escalate unresolved complaints as necessary.

Complete Administration

• Maintain a daily control sheet of serviced/repaired vehicles.
• Provide accurate customer information.
• Update internal systems with any changes.
• Monitor and follow up on cash sales.

Execute Agreed Projects

• Agree on project plans, budgets, and timelines with the relevant manager.
• Deliver projects on time and within budget.
• Ensure sustainability of the completed initiatives.

Key Competencies Technical Competencies

• Administration
• Product knowledge
• Computer literacy
• Knowledge of industry standards and compliance
• Sales ability
• Customer needs analysis
• Diagnostic and interpretation skills

Behavioural Competencies

• Customer-focused and empathetic
• Strong verbal and written communication
• Assertive and tactful
• Emotionally mature and trustworthy
• Good interpersonal and conflict resolution skills
• Adaptable and resilient under pressure
• Good planning and time management
• Problem-solving and decision-making skills
• Active listening and negotiation
• Ethical and professional in conduct