Service Advisor - Fujairah - AW Rostamani

Description

Job Purpose

The Service Advisor is responsible for assisting customers with their service requirements, providing detailed information about the services offered, managing service schedules, and ensuring a seamless customer experience from vehicle drop-off to pick-up They serve as the key liaison between customers and the service department, ensuring customer satisfaction, effective communication, and smooth operational processes

Job Responsibilities:

• Follow NSSW standards at all customer touchpoints
• Attend to high-profile and major fleet customers
• Greet customers promptly and understand their needs
• Maintain accurate inventory of customers' vehicles and record their requirements
• Update the customer database regularly
• Re-confirm job requirements, repair details, costs, delivery time, etc, and obtain customer approval
• Arrange test drives as required in coordination with the customer
• Ensure job advice is clear and legible and create job cards
• Follow up on job progress and provide updates to customers regarding additional repairs, delays, and approvals
• Brief customers on warranty coverage and service contract coverage
• Promote service contracts and other service products (upselling)
• Ensure job cards are closed on time
• Ensure vehicles are cleaned and ready for delivery on the promised date and time
• Notify customers in advance in case of delays
• Receive customers, explain jobs carried out and charges, ensure payment, and deliver vehicles
• Achieve financial and non-financial targets (labour sales, CSI, RO numbers, service campaign targets, etc)
• Develop and maintain long-term relationships to enhance customer retention
• Handle customer complaints promptly and escalate to superiors when necessary
• Respond to customer queries promptly
• Ensure pending job cards are closed within the specified time limit

Educational Qualification:

• Degree or 3-year Diploma in Automobile/Mechanical Engineering

Work Experience:

• Minimum 3 years of practical experience with dealers in similar positions

Competencies:

• Customer handling and negotiation skills
• Strong knowledge of vehicle systems, repairs, and maintenance services (preferably within the automotive industry)
• Excellent customer service, communication, and interpersonal skills
• Strong organisational and multitasking abilities
• Ability to manage time effectively and prioritise tasks in a fast-paced environment
• Proficiency in Microsoft Office Suite and service management software (preferred)

Languages:

• English (mandatory); Arabic (desirable)