Job Description

Roles of a Service AdvisorCustomer Liaison - Acts as the main point of contact between the customer and the service team.Job Estimator - Prepares estimates for service, repairs, and maintenance.Service Coordinator - Coordinates with technicians and ensures smooth workflow.Quality Checker - Ensures the service work is completed properly and as promised.Upseller - Suggests additional services, accessories, or preventive maintenance.Complaint Handler - Resolves customer queries and escalates issues when required.Responsibilities of a Service Advisor- Customer Interaction- Greet customers politely and understand their service requirements.- Listen to customer complaints, record them clearly, and provide solutions.- Maintain transparency on service scope, time, and cost.- Job Card & Documentation- Open job cards with complete details.- Document customer concerns, vehicle history, and promised delivery time.- Service Estimation- Provide accurate estimates for labor and spare parts.- Obtain customer approval before beginning work.- Workshop Coordination- Assign jobs to technicians based on skill and workload. - Monitor service progress and update customers proactively.- Delivery & Follow-Up- Conduct quality check before delivery.- Explain completed work and billing to the customer.- Collect feedback and ensure customer satisfaction.Sales & Upselling- Promote periodic maintenance services.- Suggest value-added services (AMC, extended warranty, accessories).- Customer Relationship- Build long-term trust by maintaining contact after service.- Handle complaints promptly and professionally.- Reports & Targets- Maintain service records, CSI (Customer Satisfaction Index) reports.- Achieve upsell, service revenue, and customer retention targets. (ref:updazz.com)

Skills Required