Acts as the primary bridge between customers and the workshop, ensuring clear communication regarding vehicle maintenance and repairs. Focuses on delivering exceptional customer service while maximizing workshop productivity and revenue through ethical upselling of services and parts.
Key Responsibilities
- Greet customers and conduct detailed vehicle walk-around inspections using digital checklists to identify repair needs.
- Open Job Cards in the Dealer Management System (DMS) with accurate documentation of customer complaints and service requirements.
- Provide transparent cost estimates and explain the technical scope of work to customers in non-technical terms.
- Coordinate with the Workshop Manager and Technicians to ensure timely completion of repairs and adherence to delivery timelines.
- Maintain proactive communication with customers regarding vehicle status, additional repairs found, and final delivery schedules.
- Perform final quality checks and explain the final invoice details to customers during vehicle delivery.
- Promote and sell Value Added Services (VAS), extended warranties, and Annual Maintenance Contracts (AMC) to meet revenue targets.
- Manage customer grievances effectively to ensure high Customer Satisfaction Index (CSI) and Post-Service Feedback (PSF) scores.
Requirements
- Prior experience in a customer-facing service role within an authorized automotive dealership.
- Basic understanding of automotive mechanical systems and electrical components.
- Hands-on experience with Dealer Management Systems (DMS) and Microsoft Office Suite.
- Fluency in the local language and professional proficiency in English.
- Valid four-wheeler driving license for moving vehicles within the workshop premises.
- Ability to handle high-pressure environments and manage multiple customer job cards simultaneously.
Preferred
- Experience working with major OEMs such as Maruti Suzuki, Hyundai, Tata Motors, or Mahindra.
- Technical background with a focus on automotive diagnostics.
- Knowledge of insurance claim procedures and cashless settlement processes.
Skills
Technical
Vehicle Diagnostics, DMS Operations (e.g., SAP, Autoline), Cost Estimation, Job Card Management, Insurance Claim Documentation
Soft Skills
Active Listening, Conflict Resolution, Persuasive Communication, Time Management, Empathy
Qualifications
Education: Diploma in Automobile/Mechanical Engineering or Graduate in any discipline
Experience: 1 to 3 years in the automotive service industry
Certifications: OEM Service Advisor Certification (preferred), Customer Relationship Management (CRM) training
Work Environment
Standard authorized workshop environment. Requires 6 days a week on-site presence with standard operational hours (typically 9:00 AM to 6:30 PM).
Growth Opportunities
Candidates can progress to Senior Service Advisor, Floor Supervisor, or Service Manager roles within the dealer network based on performance and OEM certification levels.