Service Advisor

Job Purpose

To act as the primary point of contact between customers and the service department, ensuring smooth communication, accurate job estimation, and excellent customer service throughout the vehicle maintenance and repair process.

Principal Accountabilities

• Greet customers, listen to their concerns, and accurately document vehicle issues and service requests.
• Prepare job cards and communicate customer concerns to technicians.
• Provide cost estimates, repair timelines, and obtain customer approvals.
• Advise customers on recommended services, maintenance schedules, and warranty coverage.
• Follow up on work progress and keep customers updated.
• Ensure all completed services are reviewed and explained to customers before vehicle handover.
• Handle customer complaints professionally and escalate issues when required.
• Maintain service records and ensure documentation accuracy.
• Promote additional services, accessories, and value-added offerings.
• Coordinate with parts, body shop, and technicians to ensure timely service delivery.
• Ensure a high level of customer satisfaction and retention.   

Required Qualifications

• Bachelor's Degree in any engineering field (preferrably Mechanical).
• Minimum 2 years of experience in the same role.
• Bilingual - Fluent in Arabic & English.
• Strong customer service skills.
• Ability to coordinate & organize the scheduling of clients service requirements.
• Strong technical knowledge to be able to diagnose vehicles accurately and communicate with the workshop technicians smoothly. 
• Ability to negotiate with customers and achieve the upselling targets.