Service Advisor

On Consulting (Pty) Ltd; Durban; On-site; ZAR 446,000 - 558,000; Full time

Benefits offered by this job

Competitive base salary with incentiv*

Training and development

Career progression

Job summary

On Consulting (Pty) Ltd in Dubai seeks a professional Service Advisor to be the primary face of the service department. You will manage the customer journey from booking to handover, driving upsells and maintaining strong CSI scores.

Responsibilities include welcoming customers, advising on maintenance, liaising with workshops, preparing quotes, and keeping customers updated. Aims are high customer satisfaction and repeat business.

Qualifications

• Minimum 2–4 years as Automotive Service Advisor in a franchised dealership or busy independent service center.
• Proven ability to meet or exceed sales targets while maintaining high CSI scores.
• Proficient in Dealer Management Systems (DMS) such as Automate, Kerridge, Drive, or similar.
• Exceptional verbal and written communication; de-escalation under pressure.
• Basic understanding of automotive mechanics and maintenance schedules.

Responsibilities

• Welcome customers, document symptoms, and conduct vehicle walk-arounds.
• Advise on maintenance intervals, safety items, and repairs; upsell where appropriate.
• Translate diagnostics from technicians into customer-friendly language.
• Prepare repair cost estimates and obtain approvals before work begins.
• Provide daily progress updates and manage customer expectations.
• Guide customers through final invoices and ensure a positive handover.

Skills

Service advisor experience

Sales targets

DMS knowledge

Communication skills

Automotive knowledge

Tools

Automate

Kerridge

Drive

Job description

Location: UAE Dubai.
Position Type: Full-Time
Salary/Compensation: Base Salary R40, 000 – R 50, 000+ Performance Incentives. Work visa, accommodation and flights all provided by the employer.
Reports To: Service Manager / Workshop Manager

Job Purpose

We are seeking a professional, highly energetic Service Advisor to be the primary face and voice of our service department. In this vital role, you will manage the entire customer service journey—from booking and vehicle check-in to communicating technical repair needs and handling the final handover. Your primary goals are to build lasting customer relationships, maximize service sales through honest upselling, and maintain exceptional Customer Satisfaction Index (CSI) scores.

Key Responsibilities

• Customer Reception & Check-In: Welcome customers professionally, actively listen to their vehicle concerns, accurately document symptoms on the job card, and conduct visual vehicle walk-arounds.
• Service Consulting & Upselling: Advise customers on scheduled maintenance intervals, safety items, and manufacturer-recommended repairs. Identify and capitalize on legitimate upselling opportunities (e.g., brake replacements, wheel alignments, fluid flushes).
• Workshop Liaison: Act as the liaison between the customer and the workshop team. Translate complex technical diagnostics from Master Technicians into clear, understandable language for the customer.
• Quotations & Approvals: Prepare accurate repair cost estimates, communicate with customers or third-party warranty companies for authorization, and obtain firm approvals before work begins.
• Progress Updates: Proactively keep customers updated throughout the day regarding the status of their vehicles, managing expectations regarding costs and completion timelines.
• Vehicle Handover: Guide customers through their final invoice, explain exactly what work was performed and why, and ensure a memorable, positive exit experience.

Requirements

• Experience: Minimum of 2–4 years of experience as an Automotive Service Advisor within a franchised dealership or busy independent service center.
• Track Record: Proven ability to meet or exceed sales targets while maintaining high CSI / customer service ratings.
• Systems Knowledge: High proficiency using Dealer Management Systems (DMS) such as Automate, Kerridge, Drive, or similar systems.
• Communication & Interpersonal Skills: Exceptional verbal and written communication skills. Able to de-escalate high-pressure situations and difficult customer conversations with empathy and professionalism.
• Technical Aptitude: A strong basic understanding of automotive mechanics, maintenance schedules, and vehicle components to confidently discuss repairs with both technicians and customers.

What We Offer

• Competitive base salary paired with a highly rewarding commission structure tied to labor sales, parts sales, and CSI metrics.
• Medical aid contribution and provident fund matching.
• Ongoing manufacturer/OEM brand training and professional customer service certification.
• A professional, fast-paced, and collaborative front-of-house working environment.
• Clear career paths into Service Management or Dealership Operations.