Job Description

As a Certified Service Advisor, you are the professional manager of the entire customer oriented service process. You set the standards for customer support. You see every contact with the customers as a professional challenge and feel responsible for the customer problems until they have been resolved.

Customer appreciates you as a certified service advisor, because you are competent, trustworthy; treat them with respect and like a partner. Even during conflicts, you always value the customer. Your colleagues in the workshop appreciate your technical skills mean you speak the same language. In doing so, you are a competent interface between the customer and the workshop and make a substantial contribution towards the economic success of the entire field of After Sales.

Qualifications:

• Diploma or B.tech in Mechanical or Automobile Segment.

Experience

• 1-5 years of experience as Service Advisor
• Preferred an experience with a Luxury Automobile brand

Method and process competence

• You are good at planning and organizing. In doing so, you show a high level of skills in processes and systems.
• You are aware of standard processes of reception, handover and follow-up to ensure customer satisfaction.

Technical competence

• You are technically qualified to carry out basic checks, diagnosis in vehicle and offer a consultation to customers.
• You are capable of transforming customer requirements into technical instructions for internal communication.
• You are a critical reviewer of work done as per the requirements of customer to meet customer expectations.

Tasks

Main tasks

Service reception

• Initial contact with the customer where you determine the customer and vehicle data.
• Performing basic vehicle checks/on-board diagnosis and documenting results of preliminary diagnosis.
• Documenting the customer s concerns/requirements and offer recommendations for additional jobs with reference to the service history and vehicle condition.
• Presenting the current service offers to the customer, offering additional services as well as services that are free-of-charge or subject to a fee (e.g. vehicle care, pick-up and drop-off service, washing the vehicle) and indicating the necessity and benefits thereof.
• Precise communication on time and cost estimate for further approval from customers.
• Information on available contact channels (i.e. voice calls, video calls, SMS, email) and share the contact details for further communication.

Work preparation

• Prepare workshop order with accurate translation of customer concerns into technical work instructions.
• Explaining and handling over the workshop order to the Job controller for necessary work.

Diagnosis

• Performing a visual inspection and taking a workshop test drive.

Repair/maintenance

• Monitoring the degree to which maintenance and repair orders have been completed and coordinating order additions with the customer and the workshop.

Order completion

• Reviewing the work done and ensure the completion as per the customer s requirements.
• Ensuring that the customer s vehicle is in order and clean.
• Triggering the invoicing process after maintenance and repairs has been completed.
• Informing customer about readiness of vehicle
• Transparent documentation for the customer of all the open work that has been performed and all the required parts.

Vehicle handover

• Taking a test drive after the repairs, if required or as requested by the customer.
• Preparing for customer consultation and coordinating vehicle handover with the customer.
• Greeting the customer and taking back the courtesy car.
• Explaining the performed work and invoice to the customer.
• Conclude the meeting with customer feedback and information on next service due, online appointment facility for future visits. Extend warm greetings.

Service follow -up/customer support

• Making the service follow-up call after 3 days of delivery, for ensuring customer satisfaction.
• Resolving customer conflicts constructively.

Best Regards:

Raja.p

Hr Manager

8977732244

Job Types: Full-time, Fresher

Pay: ?10,000.00 - ?18,000.00 per month

Benefits:

• Cell phone reimbursement
• Health insurance
• Life insurance
• Provident Fund

Schedule:

• Day shift
• Morning shift
• Weekend availability

Supplemental Pay:

• Commission pay
• Performance bonus
• Quarterly bonus

Experience:

• Automotive service: 1 year (Preferred)

Work Location: In person