This role acts as the primary point of contact between the customer and the workshop, ensuring a seamless vehicle service experience. It involves diagnosing customer concerns, providing cost estimates, and ensuring timely delivery of serviced vehicles to maintain high customer satisfaction levels.
Key Responsibilities
- Greet customers and conduct a thorough visual inspection and Job Card creation for the vehicle.
- Translate customer complaints into clear technical instructions for the workshop technicians.
- Provide accurate estimates for repair costs and timelines while explaining the necessity of specific services.
- Coordinate with the floor supervisor to track progress and ensure vehicles are ready for delivery as promised.
- Upsell value-added services such as wheel alignment, interior enrichment, or Annual Maintenance Contracts (AMC).
- Perform a final quality check before vehicle delivery to ensure all requested work is completed to standard.
- Explain the final invoice to the customer and handle any queries regarding the service or parts replaced.
- Conduct Post-Service Feedback (PSF) calls to ensure customer satisfaction and address any grievances.
Requirements
- Diploma or Graduate degree in Automobile or Mechanical Engineering.
- Excellent communication skills in English and the local regional language.
- Valid four-wheeler driving license for conducting short test drives if required.
- Basic computer proficiency for data entry and report generation.
- Ability to work in a high-pressure environment with a customer-first mindset.
- Willingness to work 6 days a week in a workshop-based environment.
Preferred
- Familiarity with Dealer Management Systems (DMS) such as Autoline or SAP.
- Basic technical knowledge of modern vehicle electronic and mechanical systems.
- Prior internship or vocational training at an authorized OEM dealership.
Skills
Technical
Vehicle Diagnostics, Job Card Creation, Cost Estimation, DMS Operations, Inventory Knowledge
Soft Skills
Customer Relationship Management, Active Listening, Conflict Resolution, Persuasion, Time Management
Qualifications
Education: Diploma/ITI in Automobile or B.E./B.Tech in Mechanical Engineering
Experience: 0-1 years in the Automotive Service sector
Certifications: OEM Service Advisor Certification (preferred), Basic Computer Course certification
Work Environment
Standard automotive workshop environment with on-site customer lounge and floor coordination; 6 days per week, 9 AM - 6 PM.
Growth Opportunities
Candidates can progress to Senior Service Advisor, Floor Supervisor, or Service Manager roles within the dealership network based on performance and OEM certifications.
