Senior Service Consultant

ALTAWKILAT; Saudi Arabia; On-site; SAR 200,000 - 300,000; Full time

Job summary

A leading automotive service provider in Saudi Arabia is seeking a service advisor to manage customer interactions and vehicle repairs. The role involves greeting customers, creating repair orders, providing updates, and securing approvals for costs. Strong communication skills and a focus on customer satisfaction are essential, along with the ability to upsell additional services. Candidates with experience in automotive customer service will be preferred.

Qualifications

• Strong communication skills for customer interactions.
• Ability to follow up on vehicle repair progress.
• Experience in customer service, preferably in automotive.

Responsibilities

• Receives and greets service department customers.
• Creates and manages repair orders.
• Updates customers on vehicle repair status.
• Secures customer approvals for repairs.
• Implements upselling techniques for additional services.

Job description

Responsibilities

• Receives service department customers, greets them cordially and performs vehicle's check, externally and internally, marks any scratch or damage or any thing beyond the standard shape.


• Actively listens to customer concerns and creates repair orders using expertise and common sense, ensuring clarity for technicians..


• Obtains customer signatures on repair agreements and job cards after verifying details like target completion date. Provides copies and forwards originals to the control tower.


• Follows up the work in progress on the vehicle and, updates the customer about the details when ever is required and, calls him for invoice finalization and vehicle pick up when it is ready.


• Gets the customer's approval on initial repair cost and, explains thoroughly any extra work estimation for further approval.


• Secures supervisor approval for extra work, especially warranty-related, adhering to company policies.


• Applies upselling techniques to promote value-added services (OBS) and achieve set targets.


• Assists customers during payment settlement and delivers gate passes for vehicle wash. Explains completed work before car handover.


• Responsible to contact certain customers, which their vehicles are involved in some recall campaigns, in order to complete the required job, in the company's service facility.


• Follows up within three days of delivery to confirm satisfactory repairs and reports any issues to the supervisor.


• Effectively implements Vent avid by sending service visit videos, fostering trust and promoting additional services.


• Utilizes CSSC (Customer Satisfaction Survey Card) to educate customers about the NPS survey, building awareness for customer satisfaction measurement.


• Selects the correct service category type during job card invoicing stage to avoid surveying invalid cases such as “Est. Comp./Part. Not App.”, “No Repair Performed”, “Part Not Available” & “Repeat Repair” to.


• Completes Customer Complaint Verification sheets (CCVS) for intermittent, drivability and NVH concerns to ensure thorough diagnosis and F1.


• Communicates with customers experiencing non-reproducible issues and arranges test drives to replicate and address concerns.


• Reviews customer needs by reviewing customer information prior to meeting with or contacting any customer and use this to personalize the interaction. This should be done one day prior to the appointment.


• Utilizes VSBS for booking walk-in appointments to eliminate unnecessary call center transfers.


• Responsible for the efficient implementation of Valet program. Assures to fulfill the commitment toward Valet customers.


• Responsible for the efficient implementation of Mobile Service program. Assures to fulfill the commitment toward Mobile Service customers.


• Maintains a professional appearance at all times.


• Acts on behalf of the service manager when required or instructed.