Service Advisor

Job Description

Job Summary :

As a certified service advisor you are the face of dealership and play a crucial role in defining customer service experience. You are responsible for generating revenue for dealership by offering right services as per the requirement and ensure the customer satisfaction by fulfillment of their requirements. You act as best consultant for customers’ service needs. Your key responsibilities are :

• You study service history of the appointed customer and prepare yourself to attend the customer one day prior.
• You interact with customers during reception and perform active reception as per the check sheet, record customers’ verbatim and perform preliminary diagnosis in case of specific problem mentioned by customer.
• You advise customers for suitable service product and required jobs to be done as per the customers’ need.
• You share the cost and time estimate with customers against the requirements given by customers and take approval against the same.
• You translate the customer requirement in technical instructions with quick test and environment data collected during reception with the help of Quality Inspector.
• You exhibit maximum transparency through video call interaction with customers during pre-reception, reception,in –repairs and pre-delivery.
• You keep on updating the vehicle status to customers during service.
• You follow up with the workshop for completion of job as per promised time.
• You confirm the readiness of car after visual inspection and inform customer about delivery time.
• Taking a test drive after the repairs, if required or as requested by the customer.
• You perform handover process by clear explanation of invoice to customers and ensure the satisfaction through instant feedback.
• You call customers after 3 days of vehicle delivery to know the post service feedback.
• You have thorough knowledge of systems like eDealer, Digital Service Drive and Xentry Portal.

Skills

Social and interpersonal competence

Method and process competence :

Technical competence :

Requirements

Qualification & Experience :

Benefits

1. Statutory benefit

2. Accidental policy

Requirements

Customer handling, business development , CSI, complaint management