Service Advisor - Dubai, Dubai, United Arab Emirates - AWR

    AWR
    AWR Dubai, Dubai, United Arab Emirates

    6 hours ago

    Description
    Description

    Job Purpose

    The Service Advisor is responsible for assisting customers with their service needs, providing detailed information about services offered, managing service schedules, and ensuring a smooth customer experience from drop-off to pick-up. Acting as the liaison between customers and the service department, the Service Advisor ensures customer satisfaction and operational efficiency.

    Key Responsibilities

    • Follow NSSW standards at all customer touchpoints.

    • Attend to high-profile and major fleet customers.

    • Greet customers promptly and understand their requirements.

    • Conduct proper inventory of the customer's vehicle and record requirements accurately.

    • Update and maintain the customer database.

    • Re-confirm job requirements, repair details, costs, and delivery times, obtaining customer approval.

    • Arrange test drives jointly with the customer when required.

    • Provide clear and legible job advice and create job cards.

    • Follow up on job progress and provide timely feedback to customers regarding additional repairs or delays, obtaining approvals.

    • Brief customers on warranty and service contract coverage.

    • Promote service contracts and other service products (upselling).

    • Ensure job cards are closed promptly.

    • Ensure vehicles are cleaned and ready for delivery as promised.

    • Notify customers in advance in case of delays.

    • Receive customers at delivery, explain the jobs carried out and charges, process payment, and hand over the vehicle.

    • Achieve financial and non-financial targets (labour sales, CSI, RO numbers, service campaign targets, etc.).

    • Develop and maintain long-term customer relationships to enhance retention.

    • Handle customer complaints promptly and escalate to superiors as required.

    • Respond to customer queries in a timely manner.

    • Ensure pending job cards are closed within the required timeframe.

    Educational Qualifications

    • Degree or three-year Diploma in Automobile or Mechanical Engineering.

    Work Experience

    • Minimum 3 years' practical experience with automotive dealers in a similar role.

    Competencies

    • Excellent customer handling and negotiation skills.

    • Strong knowledge of vehicle systems, repairs, and maintenance services (preferred within the automotive industry).

    • Exceptional 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

    • Excellent command of English; Arabic is desirable.


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