Job Title: Service Advisor (BYD/Denza)
Location: Ubi
Department: Aftersales Department
Key Responsibilities:
Customer Interaction:
- Greet customers promptly and professionally, understanding their service needs.
- Clearly communicate repair recommendations and service options.
- Answer customer questions regarding their vehicle's condition, maintenance, and service history.
- Provide accurate estimates for services, parts, and labor, and obtain customer approval for repairs.
Service Management:
- Open repair orders, ensuring all customer details, vehicle information, and service requirements are accurately documented.
- Schedule appointments for vehicle services and follow up with customers regarding completed work.
- Maintain clear and timely communication with customers about repair progress and any delays.
- Coordinate with technicians to prioritize and expedite repairs and services.
Sales and Upselling: - Identify additional service and repair opportunities, presenting them to customers based on vehicle inspections.
- Upsell and promote service packages, maintenance programs, and accessories.
- Actively contribute to achieving service department sales goals.
Administrative Support: - Maintain accurate records of customer interactions, repair orders, and service history.
- Ensure that all work orders are properly processed and completed according to dealership standards.
- Follow up on customer satisfaction surveys and resolve any complaints or issues in a timely manner.
- Keep track of warranty information and ensure compliance with manufacturer guidelines.
Quality Assurance: - Ensure all repairs and services meet company and industry standards for quality.
- Review completed jobs with technicians and ensure that no details are overlooked before the vehicle is returned to the customer.
- Perform final walk-arounds with customers, explaining completed work and ensuring satisfaction.
Team Collaboration: - Work closely with service technicians, parts department, and other team members to streamline the service process.
- Assist in the training of junior service advisors and support colleagues when necessary.
- Participate in service department meetings to discuss goals, customer feedback, and workflow improvements.
Qualifications & Education:
- High school diploma or equivalent; automotive certifications or technical training preferred.
Experience:
- 2+ years of experience as an automotive service advisor or in a similar customer service role in the automotive industry.
Skills: - Strong communication and interpersonal skills.
- Ability to multitask and manage time effectively in a fast-paced environment.
- Basic understanding of automotive repair processes and terminology.
- Proficient in using service management software and office applications.
- Excellent problem-solving and customer service skills.
Attributes: - Detail-oriented and organized.
- Professional appearance and demeanor.
- Ability to work under pressure and meet deadlines.
- Strong sales acumen and the ability to upsell services.
