Act as the primary point of contact between the customer and the technical workshop team to ensure a seamless vehicle servicing experience. Focus on understanding customer concerns, providing accurate cost estimates, and ensuring timely delivery of serviced vehicles while maintaining high customer satisfaction scores.
Key Responsibilities
- Greet customers upon arrival and conduct a thorough vehicle walk-around inspection using digital checklists.
- Record customer complaints accurately in the Dealer Management System (DMS) and generate detailed job cards.
- Provide clear explanations of required repairs, estimated costs, and delivery timelines to customers to ensure transparency.
- Coordinate with the Workshop Manager and Technicians to monitor the progress of vehicles and manage workflow.
- Upsell value-added services such as wheel alignment, ceramic coating, and AMC packages based on vehicle age and condition.
- Perform a final quality check before vehicle delivery and conduct a joint post-service inspection with the customer.
- Explain invoice details and service warranties clearly during the vehicle handover process.
- Follow up with customers post-service to collect feedback and resolve any outstanding technical or service issues.
Requirements
- 1-3 years of proven experience as a Service Advisor in an authorized automobile dealership.
- In-depth working knowledge of Dealer Management Systems (DMS) such as Autoline, SAP, or similar platforms.
- Ability to communicate effectively in the local language and functional English.
- Possession of a valid four-wheeler driving license.
- Strong understanding of automotive mechanical systems to explain repairs to non-technical customers.
- Excellent conflict-resolution skills to handle demanding customer situations with empathy.
- Basic proficiency in Microsoft Office (Excel and Word) for daily reporting.
Preferred
- Previous experience working with a major OEM (Maruti Suzuki, Hyundai, Tata Motors, or Mahindra).
- Knowledge of insurance claim procedures and cashless settlement workflows.
- Experience in handling digital tablet-based job card openings and cloud-based service apps.
Skills
Technical
Automotive Diagnostics, DMS Operations, Cost Estimation, Inventory Awareness, Job Card Management
Soft Skills
Active Listening, Persuasion, Time Management, Customer Empathy, Problem Solving
Qualifications
Education: Diploma in Automobile/Mechanical Engineering or ITI (Motor Mechanic Vehicle)
Experience: 1-3 years in an automotive service environment
Certifications: OEM Service Advisor Certification, Customer Handling Excellence Certification
Work Environment
Standard 6-day work week in a professional workshop environment; shift timings are typically 9:00 AM to 6:30 PM with on-site presence required.
Growth Opportunities
The company offers a structured career path where high-performing Service Advisors can advance to Senior Service Advisor, Floor Supervisor, and eventually Workshop Manager roles within our expanding dealership network.
