Service Advisor

Pay: ₹20,000.00 - ₹25,000.00 per month

Job description:

Job Description (JD)

Service Advisor / Supervisor Body Shop

Department: Body Shop

Reports To: Body Shop Manager (BP Manager) / Service Manager (SM)

Location: Workshop / Dealership

1. Purpose of the Role

To manage end-to-end accident repair cases, ensure smooth insurance claim processing, achieve business targets, and deliver high levels of customer satisfaction while maintaining process compliance and KPI standards.

2. Key Responsibilities

A. Attendance & Discipline

• Maintain minimum 90% attendance.
• Submit leave application minimum 4 days in advance with prior approval from Service Manager.
• Ensure punctuality and adherence to company policies.

B. Customer Handling & Vehicle Inspection

• Understand:
• Cause of accident
• Extent of vehicle damage
• Vehicle condition
• Customer condition and concerns
• Conduct detailed inspection of accidental damages.
• Ensure claim form is filled by customer in their own handwriting.
• Collect and verify all valid vehicle documents in original for insurance processing.

C. Insurance Claim Process Management

• Explain:
• Insurance claim process
• Cashless & non-cashless procedures
• Terms & conditions
• Repair estimate details
• Obtain customer signature on repair estimate.
• Initiate claim intimation to insurance company on the same day of vehicle arrival.
• Coordinate with insurance surveyor for assessment.
• Obtain surveyor’s approval signature on assessed estimate.
• Inform customer once survey and insurance approval is completed.
• If estimate exceeds 1,00,000 or case is non-cashless:
• Collect advance payment before starting repair work and ordering parts.
• Confirm customer agreement on insurance approval before proceeding.
• In case of disagreement, guide customer to directly coordinate with surveyor.
• Send proforma invoice to insurance company after job completion for liability confirmation.
• Inform customer about insurance liability and balance payment at delivery.

D. Parts & Repair Coordination

• Coordinate with parts department for availability of required parts.
• Ensure timely ordering to meet promised delivery timelines.
• Provide regular updates to customers on work progress.
• Conduct road test after repair completion.
• If additional accident-related or mechanical work is required:
• Inform customer and obtain approval before proceeding.

E. Vehicle Delivery Process

• Inform customer about vehicle readiness.
• Confirm delivery time and keep vehicle ready one hour prior to avoid dissatisfaction.
• During delivery:
• Explain tax invoice.
• Show replaced/damaged parts.
• Explain quality certificate remarks.
• Paste next service due stickers.
• Clearly communicate final billing and difference amount.
• Ensure complete customer satisfaction at handover.

F. Documentation & Compliance

• Maintain written records of:
• All approvals
• Repair order remarks
• Insurance communication
• Customer confirmations
• Ensure adherence to:
• C@RE 2.0 Audit standards
• KPI parameters
• Regional escalation norms (Maintain CC/1000 RO)
• Daily reporting to BP Manager in prescribed format.

G. Customer Retention & Follow-up

• Conduct:
• N+1 customer follow-up call
• N+5 customer follow-up call
• Maintain MYR download target of 35%.
• Ensure positive customer feedback and reduce escalations.

H. Business Development

• Achieve assigned business targets.
• Promote and sell:
• Extended Warranty (EW)
• Road Side Assistance (RSA)
• REC Policy
• Other allied products

3. Key Performance Indicators (KPIs)

• Attendance compliance (90%+)
• Claim processing TAT
• Customer Satisfaction Index (CSI)
• CC/1000 RO control
• MYR download 35%
• Audit adherence (C@RE 2.0)
• Business target achievement
• On-time vehicle delivery

4. Required Skills & Competencies

• Strong knowledge of insurance claim procedures
• Good technical knowledge of accidental repairs
• Customer handling & negotiation skills
• Documentation & process discipline
• Coordination & time management
• Sales and upselling ability
• Problem-solving & conflict resolution skills

5. Educational Qualification

• Diploma / Degree in Automobile Engineering or related field (preferred)
• Experience in Body Shop / Accident Repair handling preferred

Job Type: Full-time

Application Question(s):

• Freshers can also apply if you have completed a Diploma in Mechanical or Automobile Engineering.

Education:

• Diploma (Preferred)

Experience:

• Service Advisor in Automobile industry: 1 year (Required)