Specific Role Responsibilities

• To deal with all customers and coordinate service work and time.
• To act as liaison between service customers and dealership.
• To promote the sales of labor and parts.
• Maintain a service appointment list.
• Obtain the customer’s approval and signature after first making sure the customer understands the dealership payment policy.
• Contact the customer for authorisation whenever the repair order needs to be extended beyond the agreed estimate and give him the new total cost estimate and new delivery time.
• Record the results of the contact on the repair order and any additional instructions authorised by the customer (or the customer’s refusal to authorise additional safety- related repairs).
• Follow up while the repair is in progress to ensure its completion on schedule in accordance with repair instructions.
• Maintain customer file (follow-up system), telephoning customers who have not responded to a mailing; ensure customer satisfaction by calling customers who have had major repairs.
• Settle customer complaints promptly.
• Explain to the customer work performed and parts replaced when presenting the invoice.
• Inform the Service Manager about trends in customer attitude, customer appointments, and shop performance.
• Inform the Sales Department of the customer‘s intention or possible intention to trade or sell.
• Perform test drive after completion of repairs if necessary.
• Attend training that the distributor provides for Service Advisor.
• Maintain neat and tidy appearance for greeting customer.
• Develop communication skills to reinforce customer relationship.
• Conform to warranty policies.
• Keep on top of Work In Progress
• Cash Outstanding.

Qualifications and Experience

• Min Matric
• 3-5 years work experience within the motor industry in a service advisor capacity with technical knowledge.
• Kia brand background would be an added advantage.