Automotive Service Advisor

KAVAK

Dubai

On-site

AED 89,000 - 134,000

Full time

6 days ago

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Job summary

Kavak Dubai seeks a proactive Service Advisor to greet customers, assess vehicle concerns, and coordinate with workshop teams for efficient repairs. You will document issues, prepare estimates, and guide customers through the repair process with clear explanations.

The role emphasizes strong communication, accurate recording, and upselling service packages while maintaining high customer satisfaction in a fast-paced workshop environment.

Qualifications

Diploma or equivalent; an associate degree or technical qualification in Automotive/Mechanical Engineering is preferred.
Minimum 2 to 3 years experience in UAE / GCC.
Experience as a Service Advisor or similar role, preferably in automotive services.
Strong knowledge of automotive systems, maintenance, and repairs.
Good communication to explain technical information simply.

Responsibilities

Greet customers visiting the workshop and capture their concerns to ensure a positive service experience.
Conduct detailed consultations on vehicle usage, history, and customer expectations.
Perform an initial vehicle inspection and identify issues needing diagnosis.
Prepare accurate job cards and document customer complaints and vehicle condition.
Coordinate with technicians to diagnose concerns and plan repairs or maintenance.
Prepare and explain repair estimates including labor and parts costs.
Obtain customer approval for additional work beyond the original scope.
Explain findings and recommendations clearly to customers.

Skills

CRM expertise

Automotive knowledge

Vehicle inspection

Repair estimation

Customer service

Communication skills

Negotiation

Time management

Teamwork

Upselling

Cross-selling

Education

Diploma or equivalent

Tools

Workshop management system

Job description

Key Responsibilities:

Greet and professionally receive customers visiting the workshop, understand their vehicle concerns, and ensure a positive service experience.
Conduct a detailed customer consultation to understand reported concerns, vehicle usage, service history, and customer expectations.
Perform an initial vehicle inspection and identify visible or service-related issues requiring further diagnosis.
Prepare accurate job cards and clearly document customer complaints, requested services, and vehicle condition.
Coordinate with technicians and workshop teams to diagnose vehicle concerns and determine the required repairs or maintenance.
Prepare and explain repair estimates, including labour, parts, and other applicable charges, in a clear and transparent manner.
Obtain customer approval before proceeding with any additional repairs or work outside the originally approved scope.
Explain technical findings and repair recommendations to customers in a simple and professional manner.
Coordinate with the workshop, spare parts, warranty, and other relevant teams to ensure timely completion of repair and service jobs.
Monitor vehicle repair progress and proactively update customers regarding job status, additional findings, delays, and expected completion time.
Follow up on pending approvals and ensure timely closure of open jobs.
Conduct a final review of completed work and ensure all customer concerns have been addressed before vehicle delivery.
Explain completed repairs, replaced parts, maintenance requirements, and recommendations to the customer during vehicle handover.
Promote relevant maintenance services, service packages, extended warranties, Kavak Plus, and other applicable products based on customer needs.
Identify genuine upselling and cross-selling opportunities while maintaining a customer-first approach.
Maintain accurate records of customer interactions, estimates, approvals, job status, invoices, and follow-ups in the service management system.
Handle customer complaints and service-related concerns professionally and work towards timely resolution.
Follow up with customers after service to ensure satisfaction and encourage repeat business and customer retention.
Maintain strong coordination between customers, technicians, workshop management, spare parts, warranty, and other internal departments.
Ensure all customer and vehicle documentation is complete and maintained according to company procedures.
Achieve individual and team targets related to service revenue, customer satisfaction, retention, and approved repair work.
Provide management with feedback regarding recurring customer concerns, vehicle issues, service quality, and opportunities for process improvement.

Requirements

Skills and Qualifications:

Diploma or equivalent; an associate degree or technical qualification in Automotive/Mechanical Engineering is preferred.
Minimum 2 to 3 years experience in UAE / GCC
Proven experience as a Service Advisor, Service Consultant, Customer Service Advisor, or similar role, preferably within the automotive industry.
Strong knowledge of automotive systems, maintenance requirements, and general repair procedures.
Good understanding of vehicle diagnostics, mechanical and electrical systems, and workshop operations.
Strong customer service and communication skills with the ability to explain technical information in a simple and understandable manner.
Excellent interpersonal, organisational, and time-management skills.
Ability to handle multiple vehicles and customer requests in a fast-paced workshop environment.
Ability to prepare and explain repair estimates and confidently obtain customer approvals.
Basic computer skills and experience with workshop/service management systems.
Valid UAE driving license will be an add on value.
Knowledge of warranty processes, service contracts, and automotive aftersales operations is an advantage.
Experience with specific automotive brands, dealer systems, or service platforms is an advantage.