Automotive Service Advisor

Responsibilities

• Greet customers professionally and build positive relationships.
• Listen to customer concerns, complaints, and requests regarding their vehicles.
• Translate technical issues into simple, understandable explanations.
• Provide accurate cost estimates, repair options, and timelines.
• Keep customers updated on repair progress and notify them of any changes.
• Coordinate with technicians to ensure efficient workflow.
• Open job sheets / repair orders with detailed customer complaints and vehicle information.
• Obtain customer authorization for service and repair work.
• Maintain accurate service history and warranty records.
• Understand vehicle systems and common issues to give informed advice.
• Keep up-to-date with manufacturer recalls, service campaigns, and technical bulletins.
• Promote service packages, seasonal promotions and recommend additional services.
• Meet monthly service sales and KPI targets.
• Inspect completed jobs before vehicle handover.
• Ensure all requested repairs have been completed satisfactorily.
• Handle customer complaints and resolve issues promptly.
• Conduct follow-up calls to ensure customer satisfaction.
• Handle billing, invoicing, and payment collection.
• Track parts usage and liaise with the parts department.
• Ensure compliance with company SOPs and safety standards.

Qualifications

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