SERVICE ADVISOR, CUSTOMER CARE EXECUTIVE

Acts as the primary link between the customer and the technical workshop team to ensure a seamless vehicle service experience. This role focuses on translating customer concerns into technical requirements while maintaining high satisfaction levels through transparent communication and timely delivery.

Key Responsibilities

• Conduct a thorough joint inspection of the vehicle with the customer and document all concerns accurately.

• Prepare detailed Job Cards in the Dealer Management System (DMS) including cost estimates and promised delivery times.

• Communicate and explain the necessity of specific repairs, periodic maintenance, and value-added services (VAS) to customers.

• Coordinate with the Workshop Floor Supervisor to monitor the progress of vehicles and ensure on-time completion.

• Perform final quality checks and explain the invoice details and work performed during the vehicle delivery process.

• Manage service appointments and conduct proactive outbound calls for periodic maintenance reminders.

• Handle customer grievances professionally and ensure timely resolution to maintain high Customer Satisfaction Index (CSI) scores.

• Maintain updated records of customer interactions and service history in the CRM/DMS module.

Requirements

• Diploma in Automobile/Mechanical Engineering or a Graduate degree in any stream.

• Excellent verbal communication skills in the local language and functional English.

• A valid two-wheeler or four-wheeler driving license is mandatory.

• Basic proficiency in computer operations and MS Office (Excel, Word).

• Willingness to work in a high-pressure environment with a 6-day work week.

• Strong interpersonal skills to handle diverse customer temperaments.

Preferred

• Prior internship or vocational training at an authorized automotive dealership.

• Basic knowledge of vehicle components and diagnostic procedures.

• Familiarity with automotive software like SAP or OEM-specific DMS.

Skills

Technical

Vehicle Inspection, DMS Operations, Cost Estimation, Basic Mechanical Troubleshooting

Soft Skills

Customer Relationship Management, Active Listening, Conflict Resolution, Persuasion and Upselling

Qualifications

Education: Diploma (Automobile/Mechanical), ITI, or Graduate

Experience: 0-1 years (Freshers are encouraged to apply)

Certifications: Valid Driving License, OEM Technical Training (Preferred)

Work Environment

On-site at an authorized dealership workshop. Standard 6-day work week (9 AM - 6 PM / 10 AM - 7 PM).

Growth Opportunities

Candidates can progress to Senior Service Advisor, Team Leader, or Service Manager roles within the OEM network based on performance and tenure.