Service Advisor

Purpose of the Job

This role focuses on delivering efficient and professional customer service by managing service appointments, coordinating vehicle repairs, and ensuring clear communication on costs and timelines. It involves maintaining accurate records, supporting workshop operations, and upholding company standards in quality, safety, and presentation.

Key Responsibilities

• Conduct customer appointments in an efficient and professional manner
• Ensure the accuracy of all customer and vehicle information
• Record the customer’s concerns about the vehicle clearly and in detail
• Identify the work required and explain it to the customer, including associated costs, estimated timeframes, and applicable payment methods
• Prepare the service order content, check the customer’s creditworthiness, and confirm liability
• Adhere to the ‘first time right’ policy
• Communicate with the customer regarding any additional parts required and the estimated time for procurement
• Perform quality checks on warranty or goodwill claims where necessary
• Use the appropriate documentation to ensure accuracy of all recorded information
• Monitor the progress of all maintenance and repair orders
• Adjust the vehicle collection time with both the customer and workshop if required
• Collaborate with technicians to accurately document the work to be carried out
• Immediately report any productivity or quality issues that may arise
• Ensure all billing is completed accurately following the completion of repair or maintenance work
• Maintain up-to-date and accurate paperwork at all times
• Ensure the vehicle is returned in a clean and presentable condition
• Confirm the invoice is accurate and prepared ahead of the vehicle collection
• Ensure the vehicle is handed over in person or by another responsible advisor
• Conduct a follow-up call, if necessary, to ensure customer satisfaction with the work performed
• Carry out routine checks and optimise workshop loading and resource allocation
• Stay informed on the latest developments and trends in the automotive industry
• Monitor and control departmental expenses
• Ensure effective daily planning of tasks and appointments
• Uphold professional conduct at all times
• Support operational functions as required
• Adhere to the company dress code in line with Standard Operating Procedures
• Maintain daily housekeeping standards across the workspace
• Ensure all Health and Safety standards are consistently met
  
  

Minimum Requirements

• Grade 12 (Matric)
• At least 1-year previous Service Advisor experience
• Experience in the retail motor industry is an advantage
  
  

Skills Required

• Can make basic inferences from customer usage patterns
• Able to apply business principles related to own work environment
• Able to deal with customers directly related to own functions/work area
• Able to implement business principles in own work area
• Able to identify hazards and handle them with direct instructions/guidance in place
• Able to apply basic Health and Safety procedures relevant to own work functions under direct supervision