SERVICE ADVISOR

This position acts as the primary interface between customers and the technical team, ensuring a seamless vehicle maintenance experience. The ideal candidate will manage service bookings, provide accurate repair estimates, and uphold the highest standards of customer satisfaction through professional communication and transparent operations.

Key Responsibilities

• Greet customers upon arrival and conduct a thorough vehicle walk-around to document existing damages or concerns.
• Draft detailed repair orders (RO) within the Dealer Management System (DMS) ensuring accurate parts and labor documentation.
• Coordinate with the workshop floor to track vehicle repair progress and provide timely status updates to customers.
• Explain technical diagnosis and repair requirements to customers in a clear, non-technical manner.
• Upsell value-added services, maintenance packages, and genuine accessories to enhance vehicle performance.
• Perform post-service quality checks and ensure vehicle readiness for delivery as per the promised timeline.
• Maintain high levels of CSI (Customer Satisfaction Index) scores by addressing feedback and resolving complaints proactively.

Requirements

• 1-3 years of experience in an authorized automotive service center.
• Proficiency in basic automotive mechanical terminology and vehicle systems.
• Proven ability to manage high-volume customer walk-ins and telephonic inquiries.
• Working knowledge of Dealer Management Systems (DMS) and MS Office.
• Valid two-wheeler or four-wheeler driving license.
• Strong command of English and the local regional language.

Preferred

• Experience with specific OEM service protocols and warranty claim processes.
• Prior experience in a front-end customer-facing role within the automobile industry.
• Understanding of automotive diagnostic tools and service scheduling.

Skills

Technical

DMS Software Proficiency, Automotive Technical Knowledge, Repair Order Management, Warranty Policy Compliance, Cost Estimation

Soft Skills

Conflict Resolution, Customer Relationship Management, Time Management, Effective Communication, Professional Etiquette

Qualifications

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

Experience: 1-3 years in an automotive workshop environment.

Certifications: OEM Service Advisor Certification, Basic Customer Service Training

Work Environment

On-site role based in a professional workshop and customer lounge area. Working hours follow a 6-day work week with standard shift timings.

Growth Opportunities

Employees have a clear career progression path into Senior Service Advisor, Service Team Leader, or Workshop Manager roles through performance-based promotions and internal training programs.