Service Advisor

Job Description

Overview of the role:

We are looking for a dedicated and customer-oriented Service Advisor to join our team in the Aftersales department. This role is crucial in representing our brand and maintaining customer relations to ensure an engaged Aftersales customer journey, leading to revenue achievement and customer retention.

What you will do:

• Build long-term relationships with customers to ensure customer retention and loyalty.
• Actively engage with customers through consultation on their needs and service requirements, ensuring the vehicle is fixed right the first time.
• Coordinate with the Production Team to provide timely progress updates to customers and maintain the on-time delivery commitment.
• Provide detailed explanations of all work performed and associated costs at the time of vehicle delivery.
• Effectively manage customer complaints to satisfactory closure, sustaining and improving Customer Service Value and Net Promoter Scores.
• Ensure compliance with all Standard Operating Procedures, company policies, and distributor programs to maintain consistency in the customer experience.

Required skills to be successful:

• Diploma or Bachelor’s degree in Automobile/Mechanical Engineering.
• 3 to 5 years of experience in the automotive industry, preferably in a similar service role.
• Working knowledge of MS Office; SAP knowledge preferred.
• Strong customer handling and communication skills.
• Proficiency in English and basic Arabic speaking.
• Technical proficiency and product/process knowledge.

About the team:

You will be part of a collaborative and supportive team that prioritizes customer orientation, integrity, responsibility, cultural sensitivity, teamwork, and excellent communication. Our team is committed to delivering top-tier service and ensuring high customer satisfaction across every interaction.

What equips you for the role:

• Proven experience in a service advisor role within the automotive industry.
• Strong understanding of customer relationship management and revenue generation.
• Ability to work extended hours to achieve targets and deliver on customer commitments.
• Excellent interpersonal skills and the ability to build and maintain relationships with stakeholders at all levels.