Act as the primary point of contact for customers seeking vehicle maintenance and repairs, ensuring a seamless transition from vehicle drop-off to delivery. This role focuses on translating technical issues into understandable terms for vehicle owners while maintaining high standards of service excellence and workshop efficiency.
Key Responsibilities
- Greet customers upon arrival and conduct a thorough joint inspection (pre-service check) of the vehicle using standard checklists.
- Prepare accurate job cards in the Dealer Management System (DMS) detailing customer complaints, required repairs, and estimated costs.
- Liaise between the customer and the workshop floor supervisor to track vehicle progress and ensure quality control.
- Educate customers on preventive maintenance, value-added services (VAS), and the importance of genuine spare parts.
- Provide regular status updates to customers via phone or messaging apps regarding repair progress and delivery timelines.
- Handle customer grievances professionally and resolve issues related to service quality or billing transparency.
- Facilitate the final vehicle handover process, explaining the invoice in detail and ensuring all reported concerns are addressed.
- Maintain high standards of cleanliness and organization within the customer reception and service consultation area.
Requirements
- Excellent verbal communication skills in the local regional language and functional English.
- Basic understanding of automotive mechanical systems and vehicle components.
- Ability to multi-task and manage time effectively in a high-pressure environment.
- Valid four-wheeler driving license is mandatory for vehicle movement and testing.
- Proficiency in basic computer operations and digital documentation.
- Professional appearance and a customer-centric mindset.
Preferred
- Prior internship or vocational training in an authorized automotive workshop.
- Familiarity with digital diagnostic tools or OEM-specific service apps.
- Knowledge of local RTO regulations and insurance claim processes.
Skills
Technical
Vehicle Diagnostic Basics, Cost Estimation, DMS Data Entry, Technical Troubleshooting, Inventory Awareness
Soft Skills
Active Listening, Conflict Resolution, Persuasive Communication, Empathy, Patience
Qualifications
Education: Diploma in Automobile/Mechanical Engineering or ITI (Motor Mechanic Vehicle). Graduates with strong automotive interest may also apply.
Experience: 0-1 years of experience in automotive service or customer-facing roles.
Certifications: ASDC Certification is a plus, OEM Technical Training (preferred)
Work Environment
On-site at an authorized dealership workshop. Standard 6-day work week with shift timings typically from 9:00 AM to 6:00 PM.
Growth Opportunities
Candidates can progress to Senior Service Advisor, Floor Supervisor, or Service Manager roles within the dealer network based on performance and OEM certification levels.
