Service Advisor

Job Description: Service Advisor

Job Overview

The Service Advisor serves as the primary point of contact between the customer and the workshop at the dealership. This role is responsible for receiving customers, understanding their vehicle service requirements, creating accurate job cards, coordinating with the technical team for timely repairs, and ensuring a seamless and satisfying after-sales experience. The Service Advisor bridges the gap between customer expectations and workshop deliverables, playing a critical role in driving customer satisfaction scores (CSI), revenue generation, and retention for the dealership.

Key Responsibilities

Customer Reception & Vehicle Intake

•       Greet customers professionally upon arrival, conduct a thorough vehicle walk-around inspection, and document pre-existing damages before initiating any service.

•       Actively listen to and accurately interpret customer complaints, translate them into precise technical job card entries for the workshop team.

•       Set clear and realistic expectations regarding repair timelines, estimated costs, and parts availability before commencing any work.

Job Card Management & Upselling

•       Create detailed and accurate job cards capturing all customer requests, technician observations, parts requirements, and labour estimates in the dealer management system (DMS).

•       Identify and ethically recommend additional service opportunities such as periodic maintenance packages, genuine spare parts, and value-added services to increase workshop revenue.

•       Obtain clear customer authorization before proceeding with any additional repair work or changes to the initial estimate.

Workshop Coordination & Delivery Follow-up

•       Liaise continuously with the workshop team — Technical Manager, team leaders, and technicians — to monitor job progress, resolve delays, and ensure adherence to promised delivery timelines.

•       Conduct a pre-delivery quality check in coordination with the workshop to verify that all jobs are completed to the customer's satisfaction before vehicle handover.

•       Manage vehicle delivery professionally by explaining completed repair work, invoice details, and applicable warranty terms to the customer in simple, non-technical language.

Customer Relationship & Complaint Handling

•       Proactively communicate with customers through the service journey via calls, SMS, or WhatsApp to provide timely updates and minimize anxiety around vehicle downtime.

•       Address customer grievances with empathy and professionalism, escalating unresolved concerns to the Service Manager or Technical Manager where necessary.

•       Follow up with customers post-delivery to gather feedback, improve Customer Satisfaction Index (CSI) scores, and build long-term loyalty for the dealership.

Documentation & Reporting

•       Maintain accurate records of all job cards, customer interactions, parts orders, and invoices within the dealership management system (DMS/CDK/SAP).

•       Track and report daily workshop bay loading, pending job status, and parts availability to the Service Manager.

•       Ensure compliance with OEM warranty claim procedures including proper documentation, claim submission timelines, and closure of warranty job cards.