Act as the primary interface between customers and the workshop, ensuring a seamless vehicle maintenance experience. This role focuses on diagnosing customer concerns, providing accurate cost estimates, and maintaining high levels of customer satisfaction through effective communication and consistent follow-ups.
Key Responsibilities
- Greeting customers and conducting comprehensive vehicle walk-around inspections using standardized checklists.
- Opening Job Cards (JC) in the Dealer Management System (DMS) with precise descriptions of customer complaints and requested repairs.
- Providing accurate cost and time estimates for repairs, periodic maintenance, and bodywork.
- Coordinating with the Workshop Manager and Technicians to monitor vehicle progress and ensure adherence to promised delivery times.
- Explaining the final invoice to customers in detail, highlighting work performed and advising on future maintenance needs.
- Promoting and upselling value-added services such as wheel alignment, interior enrichment, and extended warranties.
- Conducting Post-Service Feedback (PSF) calls to ensure customer satisfaction and proactively address any grievances.
- Managing insurance claim documentation and coordinating with surveyors for accidental repair approvals.
Requirements
- Minimum 1-3 years of experience as a Service Advisor in an authorized automobile dealership.
- Working knowledge of Dealer Management Systems (DMS) and Microsoft Office Suite.
- Strong technical understanding of automotive mechanical and electrical systems.
- Excellent verbal communication skills in the local language and English.
- Valid four-wheeler driving license and ability to perform basic road tests.
- Ability to handle high-pressure situations and manage customer expectations effectively.
Preferred
- Prior experience with OEM-specific service standards and warranty protocols.
- Certification in customer relationship management or automotive technology.
- Knowledge of insurance claim processes and cashless settlement procedures.
Skills
Technical
Automotive Diagnostics, DMS Operations, Cost Estimation, Warranty Processing, Inventory Awareness
Soft Skills
Customer Relationship Management, Conflict Resolution, Active Listening, Persuasive Communication, Time Management
Qualifications
Education: Diploma in Automobile/Mechanical Engineering or ITI (Motor Mechanic/Diesel Mechanic). Graduates with relevant experience may also apply.
Experience: 1 to 3 years in an automotive service environment.
Certifications: OEM Service Advisor Certification preferred, IRDA certification is a plus
Work Environment
Standard 6-day work week in a high-energy workshop environment. Shift timings are typically 9:00 AM to 6:00 PM.
Growth Opportunities
Candidates can progress to Senior Service Advisor, Body Shop Advisor, Workshop Manager, or Service Manager roles within the company's expanding dealership network.