Service Advisor

MASSAR SOLUTIONS P.J.S.C.; Abu Dhabi; On-site; AED 60,000 - 90,000; Full time

Job summary

MASSAR SOLUTIONS P.J.S.C. is seeking a Service Advisor to act as the link between customers and service technicians for vehicle service and repair needs.

You will communicate timelines, provide accurate descriptions, and ensure service quality in line with Massar standards to grow retail revenue. The role requires strong customer service skills, automotive knowledge and the ability to translate customer requests into actionable work orders, while managing billing and follow-up with suppliers and

Qualifications

• Excellent verbal & written communication skills.
• IT skills.
• Working knowledge of automotive products, repairs and parts.
• Exceptional customer service skills.
• Basic mathematics skills to prepare and process bills and customer payment.
• Ability to communicate complicated automotive processes to customers who may only have basic automotive knowledge.

Responsibilities

• Greets customers and offers excellent service from intake to vehicle release.
• Communicates repair requirements to technicians and submits work orders; orders needed parts and collects payment after repairs.
• Diagnoses repair requirements based on customer description and vehicle condition; translates requests into actionable work orders.
• Orders necessary parts from suppliers and follows up delivery to technicians.
• Invoicing customers and collecting payment for services rendered; maintains customer records.
• Handles and resolves customer complaints; maintains positive customer relationships to ensure ongoing business.
• Aims to reduce out-of-service days and minimize repeat jobs by aligning job cards with customer requirements.

Skills

Communication skills

IT skills

Customer service

Automotive knowledge

Mathematics

Education

Diploma or Engineering degree in automotive field

Job description

ROLE SUMMARY

The role holder is responsible to act as the link between customers service technicians and communicate with customers regarding their vehicle service and repair requirements the expected timeline and provide technicians with accurate description ensuring increase in customer satisfaction The role holder shall also provide quality service delivery as per Massar standards and achieve retail revenue growth

MAJOR AREAS OF RESPONSIBILITY

Greets customers and offers excellent customer service from intake to release of the vehicles ensuring optimal customer satisfaction Communicates effectively with customers to understand repair requirements submits work orders to technicians orders needed parts and collects the due payment after repairs are completed Diagnoses vehicle repair requirements based on customer description and vehicle condition Utilizes knowledge of Massar products and services to provide in-depth information about available parts and service options to customersTranslates customer requests to actionable work orders for techniciansOrders necessary parts from suppliers as required and follows up delivery to technicians Ensures that automotive services provided to customers meet the quality standards set by the companyInvoices customers and collects payment for services rendered Handles and resolves customer complaints regarding services Maintains customer records and enters data into relevant computer databasesContacts customers to advise them on service changes and or car pick-up times Maintains positive customer relationships to ensure continuous flow of business Improves out of service days on an average to less than five days Reduces direct vehicle and equipment maintenance cost and achieves assigned retail revenue budget Minimizes repeat jobs by carefully aligning job card with customers requirements and fulfils customer needs based on timely delivery assuring great quality within the estimated agreed price Performs other related duties as required

Experience

• A minimum of 5 to 7 years of experience as a service advisor in any leading automotive company.

Education and Qualifications

• Preferably Diploma or Engineering degree in automotive field.

Top competencies required

• Excellent verbal & written communication skills
• IT skills
• Working knowledge of automotive products, repairs and parts
• Exceptional customer service skills
• Basic mathematics skills to prepare and process bills and customer payment
• Ability to communicate complicated automotive processes to customers who may only have basic automotive knowledge