The Service Advisor is responsible for supporting customers with their vehicle service requirements by providing accurate information, managing service schedules, and ensuring a seamless customer journey from vehicle drop-off to collection. The role acts as a key link between customers and the service department to ensure high levels of customer satisfaction and operational efficiency.

Key Responsibilities

• Adhere to NSSW standards across all customer touchpoints.
• Manage and attend to high-profile and major fleet customers.
• Greet customers promptly and professionally, identifying and understanding their service needs.
• Conduct a proper vehicle check-in and accurately record customer requirements.
• Maintain and update the customer database.
• Reconfirm job requirements, repair details, costs, and delivery timelines, and obtain customer approval.
• Arrange joint test drives with customers when required.
• Prepare clear, accurate, and legible job cards and service advice.
• Monitor and follow up on job progress to ensure timely completion.
• Inform customers of additional repairs or delays and obtain necessary approvals.
• Explain warranty coverage and service contract benefits to customers.
• Promote service contracts and additional service products (upselling).
• Ensure job cards are closed accurately and within the required timelines.
• Confirm vehicles are cleaned and ready for delivery as per the promised date and time.
• Proactively notify customers in advance of any service delays.
• Handover vehicles by explaining work completed, costs incurred, and ensuring payment is collected.
• Achieve assigned financial and non-financial targets (labour sales, CSI, RO numbers, service campaign targets, etc.).
• Build and maintain long-term customer relationships to improve retention.
• Handle customer complaints with priority and escalate issues to management when required.
• Respond to customer queries promptly and professionally.
• Ensure all pending job cards are closed within the stipulated timeframes.