Acts as the primary point of contact between the customer and the workshop, ensuring a seamless vehicle service experience. Responsible for diagnosing customer concerns, providing accurate cost estimates, and maintaining high levels of customer satisfaction throughout the repair process.
Key Responsibilities
- Greet customers and conduct comprehensive vehicle walk-around inspections to document condition and service requirements.
- Open job cards in the Dealer Management System (DMS) with accurate customer data and technical complaints.
- Explain recommended repairs, maintenance schedules, and estimated costs to customers in a clear and transparent manner.
- Liaise between the workshop technicians and the customer to provide real-time updates on vehicle repair status.
- Ensure final quality checks are performed before vehicle delivery and explain the final invoice details to the customer.
- Achieve monthly value-added service targets including roadside assistance, extended warranty, and accessory sales.
- Handle customer grievances professionally and ensure timely resolution to maintain high Customer Satisfaction Index (CSI) scores.
Requirements
- Proven experience in a customer-facing role within an authorized automotive service center.
- Hands-on proficiency in using Dealer Management Systems (DMS) such as Autoline, SAP, or OEM-specific software.
- Sound understanding of automotive mechanical systems and preventive maintenance schedules.
- Valid four-wheeler driving license to perform vehicle intake and road tests.
- Strong communication skills in the local regional language and functional English.
- Ability to work in a high-pressure environment with strict delivery timelines.
Preferred
- Prior experience working with major Indian OEMs (e.g., Maruti Suzuki, Hyundai, Tata Motors, or Mahindra).
- Knowledge of motor insurance claim processes and cashless settlement procedures.
- Experience in upselling service packages and value-added automotive products.
Skills
Technical
Vehicle Diagnostics, DMS Operations, Cost Estimation, MS Office, Inventory Management
Soft Skills
Active Listening, Conflict Resolution, Time Management, Relationship Building, Persuasive Communication
Qualifications
Education: Diploma in Automobile/Mechanical Engineering, ITI (Motor Mechanic Vehicle), or any Graduate degree.
Experience: 1-3 years of relevant experience in automotive service operations.
Certifications: OEM Service Advisor Certification (preferred), Technical Diagnostic Training (optional)
Work Environment
Standard 6-day work week in a fast-paced workshop environment. Shift timings are typically 9:00 AM to 6:00 PM with on-site presence required.
Growth Opportunities
Candidates can progress to roles such as Senior Service Advisor, Floor Supervisor, or Workshop Manager within our expanding dealership network.
