Service Advisor

This role acts as the primary point of contact between customers and the technical team to ensure a seamless vehicle service experience. You will be responsible for managing service bookings, documenting customer concerns, and ensuring high levels of service quality and customer satisfaction.

Key Responsibilities

• Greet customers promptly and conduct thorough walk-around inspections to document vehicle condition and service requirements.
• Prepare accurate service estimates, explain repair procedures clearly to customers, and obtain necessary approvals for additional work.
• Coordinate with the workshop floor to monitor repair progress and ensure vehicles are ready within the committed delivery timeline.
• Maintain updated records in the Dealer Management System (DMS) for every service ticket and customer interaction.
• Advise customers on preventative maintenance and upsell value-added services or vehicle accessories.
• Perform post-service follow-up calls to ensure customer satisfaction and address any post-repair concerns.
• Ensure compliance with OEM standards regarding service processes, safety protocols, and warranty documentation.

Requirements

• Minimum 3-5 years of experience in an authorized automotive service center.
• Proven ability to manage high-volume customer traffic and pressure.
• Strong command over local language and basic English for professional communication.
• Hands-on experience with Dealer Management Systems (DMS) and basic service software.
• Valid two-wheeler or four-wheeler driving license.
• Willingness to work in a 6-day work week environment.

Preferred

• Prior experience with premium automotive brands.
• Technical background or understanding of automotive mechanics.
• Certification in customer service excellence or related training.

Skills

Technical

Automotive DMS software proficiency, Vehicle diagnostic documentation, Warranty claim processing, Estimating and billing software

Soft Skills

Exceptional verbal communication, Customer conflict resolution, Time management, Attention to detail

Qualifications

Education: Diploma in Automobile/Mechanical Engineering or ITI (Automobile) with relevant industry experience.

Experience: 3-5 years in a front-end customer-facing automotive service role.

Certifications: Valid Driving License, OEM-specific advisor certification (preferred)

Work Environment

On-site at a modern automotive workshop, involving interaction with both the customer lounge area and the workshop floor. The role requires being on one's feet for significant portions of the day.

Growth Opportunities

We provide clear career progression paths into Senior Service Advisor, Workshop Supervisor, or Service Manager roles. Employees receive regular training on the latest OEM technologies and internal leadership development programs.