Service Advisor

We are seeking an experienced, customer-centric, and highly professional Service Advisor / Body Shop Advisor to join our premium automotive dealership. The ideal candidate should possess exceptional English communication skills, in-depth technical knowledge of vehicle maintenance, mechanical repairs, collision repairs, and insurance claim processes. The candidate must be capable of delivering a world-class customer experience while achieving service conversion and revenue targets.

• Key ResponsibilitiesCustomer ExperienceDeliver a premium, personalized customer experience that reflects luxury brand standards.
• Welcome customers professionally, understand their concerns, and provide accurate technical guidance.
• Build long-term relationships with customers through trust, transparency, and exceptional service.
• Follow up with customers after service completion to ensure complete satisfaction.
• Service AdvisoryInspect vehicles and accurately identify maintenance and repair requirements.
• Explain technical issues in a clear and customer-friendly manner.
• Prepare detailed repair estimates and obtain customer approval.
• Coordinate with workshop technicians to ensure timely, high-quality repairs.
• Recommend preventive maintenance and value-added services to maximize vehicle performance and customer satisfaction.
• Body Shop OperationsAssess accidental damage and prepare detailed body repair estimates.
• Coordinate insurance claim intimation and documentation with insurance companies.
• Prepare and submit repair estimates using approved estimating systems.
• Liaise with insurance surveyors to obtain approvals and expedite claims.
• Maintain excellent professional relationships with insurance surveyors, adjusters, and insurance company representatives.
• Monitor repair progress and ensure compliance with OEM repair standards.
• Deliver repaired vehicles after conducting quality checks and explaining completed work to customers.
• Sales & Business DevelopmentConvert walk-in inquiries into confirmed service and body repair jobs.
• Identify upselling opportunities including detailing, paint protection, ceramic coating, accessories, extended warranties, and preventive maintenance packages.
• Achieve monthly service revenue, body shop sales, and customer retention targets.
• Generate repeat business through exceptional customer engagement and referrals.
• AdministrationPrepare job cards, repair orders, estimates, invoices, and insurance documentation accurately.
• Maintain complete service history and customer records.
• Ensure compliance with dealership SOPs, OEM standards, warranty policies, and insurance procedures.
• Required QualificationsBachelor's degree or Diploma in Automotive Engineering, Mechanical Engineering, or a related field (preferred).
• 3–7 years of experience as a Service Advisor or Body Shop Advisor in a premium or luxury automotive dealership.
• Excellent spoken and written English.
• Strong knowledge of vehicle maintenance, diagnostics, mechanical repairs, and collision repair processes.
• Thorough understanding of insurance claim procedures, claim intimation, repair estimation, cashless claims, and approval processes.
• Experience working with insurance surveyors and maintaining strong professional relationships.
• Strong sales, negotiation, and customer conversion skills.
• Proficiency with dealership management systems (DMS), estimating software, and Microsoft Office.
• Key CompetenciesOutstanding customer relationship management.
• Professional appearance and etiquette.
• Excellent communication and presentation skills.
• Strong negotiation and closing abilities.
• Ability to handle premium clientele with confidence and discretion.
• High attention to detail and accuracy.
• Strong organizational and multitasking skills.
• Team-oriented with a proactive approach to problem-solving.
• Ability to work effectively under pressure while maintaining luxury service standards.
• Key Performance Indicators (KPIs)Customer Satisfaction Index (CSI)
• Service and body shop revenue targets
• Walk-in customer conversion rate
• Insurance claim approval turnaround time
• Average repair order value
• Upselling performance
• Vehicle delivery turnaround time
• Customer retention and repeat business
• Minimal customer complaints and rework

Preferred ExperienceExperience with luxury automotive brands such as Mercedes-Benz, BMW, Audi, Lexus, Porsche, Volvo, Jaguar Land Rover, MINI, or other premium OEM dealerships will be highly preferred. Familiarity with OEM repair standards, insurance coordination, and premium customer service practices is a significant advantage.