Service Advisor

KIA NMC ? ? ?; Saudi Arabia; On-site; SAR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dynamic Service Advisor to enhance customer experience in the automotive service sector. In this role, you will bridge the gap between customers and service technicians, ensuring that vehicle issues are accurately communicated and resolved. Your expertise will help maintain customer satisfaction through effective communication and timely updates on service processes. Join a team that values customer-oriented service and technical excellence, where your contributions will play a vital role in driving the success of our service operations.

Qualifications

• 1+ years experience as an automotive service advisor.
• University or Diploma Degree in Auto Mechanical or related field.

Responsibilities

• Act as a liaison between customers and service technicians.
• Record customer appointments and communicate job cost estimates.
• Manage warranty claims and coordinate with authorized dealers.

Skills

Customer Service

Communication Skills

Problem Solving

Technical Knowledge

Education

University Degree in Auto Mechanical

Diploma in related field

Tools

Service Operations Technology Tools

Computer Skills

Job description

Looking for a dynamic and seasoned Service Advisor to join its service team for NMC

The ideal candidate will act as a liaison between the customer and service technicians working in the service facility. Works with customers to determine problems with a vehicle and provide technicians with accurate problem descriptions. Keeps the customer appropriately informed through the service process.

Essential Duties and Responsibilities

Customer

• Greet customers courteously; accurately capture customer vehicle complaint and advise service team
• Attend to inquiries and complaints from customers and resolves problems to ensure all needs are met
• Refer unresolved complaints or queries to the Supervisor reception or appropriate designate for resolution
• Call customers who have had major repairs done in the last month to inquire about vehicle performance
• Call customers to pre-schedule maintenance visits in order to reduce excessive walk-in traffic, waiting time, and to maximize utilization of off-peak business time

Service Process

• Record customer appointments, check service records and stamp service booklets
• Complete customer check list detailing all information provided by the customer in terms of defect or service required
• Enter data on system to obtain an estimate of the work to be performed and advise customer of the job cost estimates
• Complete and process all paperwork, obtain customer signature, estimate repair time and delivery date to the customer, and explain any payment policies
• Communicate with the customer any cost overruns (before they are incurred) or completion delays
• Maintain daily/weekly record of promised delivery dates ensuring that customers are kept informed of the expected completion date
• Receive invoices and obtain payment at the time of vehicle delivery to the customer

Warranty Claims

• Review warranty documentation where the customer requests work to be performed under the manufacturer's warranty
• Advise and provide explanations to customers where repairs cannot be covered by warranty
• Coordinate and follow up on warranty jobs sent to authorized dealers to ensure timely completion of requested work
• Provide all warranty documentation to Warranty function to support any claims with the franchisor

Service Promotion

• Ensure that all marketing material is properly exhibited in the reception areas
• Mail service promotion material to targeted customers
• Explain to customers special plans and promotions related to maintenance and accessories

Reporting

• Prepare regular reports regarding W schedules, status, and activities

Qualifications

• 1+ years experience as an automotive industry service advisor.
• University or Diploma Degree in Auto Mechanical or related field.
• Advanced knowledge of computer skills and service operations technology tools.
• Excellent verbal and written communications skills in Arabic, English fluency is an advantage.
• Customer-oriented and focused