SERVICE ADVISOR

Our automotive client based in Dhofar is looking for an experienced Service Advisor to join their dealership.

QUALIFICATIONS:
• High School Certificate (12 years of school education)

EXPERIENCE:
• Minimum 4 years of customer care experience, preferably within the automotive industry
KNOWLEDGE & SKILLS:
• Technical knowledgeable
• Written and verbal communication in English and Arabic Mandatory
• Proficient in MS Office and Dealer Management System (DMS)

COMPETENCIES:
• Work with people
• Present and communicate information
• Creative and innovative
• Deliver results and meet customer expectations
• Adapt and respond to change
• Achieve personal work goals and objectives

OVERALL:
• The job holder will operate in a busy and highly customer service focused environment that involves providing accurate and qualitative service within tight timeframes.
• The job holder will be required to remain calm under pressure, be assertive and mature at all times whilst dealing with the customer. Apart from this, he/she will need to be well-planned, demonstrate resourcefulness, the ability to think analytically and present creative solutions.
• According to the Ministry of Manpower the job holder is required to work 45 hours per week.

ROLE (BRIEF OVERVIEW):
• Advice customers on the care of their cars and the value of maintain their vehicle in accordance with manufacturer’s specifications.
• Approach all customers and assist with requests, including requests regarding parts, vehicle sales and repairs.
• Communicates with the customer on estimates according to company policy on schedules, time and pricing.
• Completes the incoming vehicle inspection sheet, initiates job cards/documentation and obtains the customers signature.
• Confirms the vehicle full service history exists for warranty purposes and for recommending appropriate services.
• Documents all warranty work as required and retail policy and ensure the customer signs for all work undertaken.
• Ensure all jobs carried out are explained and approved by customers prior to the vehicle delivery.
• Ensure unresolved customer complaints are escalated to the Service Manager or appropriate person
• Establish customer’s method of payment; obtains credit approval if necessary
• Follows correct procedures when issuing loan cars to customers, ensuring all paperwork is completed correctly and copies of customer’s driving licence are obtained (where applicable)
• Follows up with customers on service repairs post deliver of the vehicle to maintain a high level of Customer Satisfaction Index (CSI).
• Maintains a presence at the service reception desk, ensuring that all customer queries (whether in person or on the telephone) are answered or dealt with immediately.
• Maintains an effective appointment system to verify customer problems, recommends/sells additional services and communicates customer concerns properly and accurately.
• Maintains effective liaison with sales, parts and service centre teams.
• Maintains the Work in Progress- WIP in accordance to the set parameters.
• Monitors progress of repair or service; keeps customer informed on changes in estimates or delivery times.
• Notifies customers promptly of completion of work after the job card is closed appropriately
• Obtains correct and appropriate authorization from customers before commissioning repair or services.
• Registers payments for work carried out and ensures that the correct company procedures are adopted for verification of payment, handling, transferring and depositing cash for the service department (if applicable).

Please email you CV/Resume to