Service Advisor – Roles &

Responsibilities / KPI Attendance: Maintain minimum 90% attendance.

Leave: Pre-intimation of leave at least 4 days in advance is mandatory. Leave application should be approved by the Service Manager (SM) in advance.

Accident Case Understanding: Understand the reason for accidental damage, condition of the vehicle, and condition/concerns of the customer.

Vehicle Inspection: Conduct a detailed inspection of the vehicle for accidental damages. The insurance claim form must be filled in the customer's own handwriting. Customer &

- Documents: Attend to the customer and ensure that all valid vehicle documents are available for further insurance claim processing. All required documents should be obtained in original.

Insurance Process: Explain the insurance claim process to the customer, including the terms and conditions of cashless and non-cashless claims, along with the repair estimate. Obtain the customer's signature on the estimate.

Claim Intimation: Initiate the claim intimation process with the insurance company on the arrival of the vehicle, preferably on the same day.

Parts Availability: Coordinate with the Parts Department to check the availability of required parts and arrange for ordering of unavailable parts so that the committed vehicle delivery timeline can be communicated to the customer.

Insurance Survey: Coordinate with the insurance surveyor for assessment of accidental damages as per the repair estimate. Obtain the surveyor's approval/signature on the assessed estimate. Survey &

- Approval Update:



Inform the customer after completion of the survey and receipt of approval from the insurance company.

Advance Payment: In case of a non-cashless claim or where the repair estimate exceeds ₹1 lakh, obtain the required advance repair amount from the customer before commencement of work and procurement of parts.

Customer Consent: Confirm with the customer whether he/she agrees with the insurance approval before proceeding with further work and maintain a record of the customer's consent.

Disagreement on Approval: If the customer does not agree with the insurance approval, ensure that the customer is advised to directly coordinate with the insurance surveyor for clarification.

Work Progress Updates: Provide timely updates to the customer regarding work progress.

Performa Invoice: After completion of the vehicle repair, send the Proforma Invoice to the insurance company for confirmation of the insurance liability.

Additional Work: After the road test, if any additional accident-related or mechanical work is identified, inform the customer and obtain approval before carrying out the additional work.

Insurance

Liability &

- Difference Amount: After receiving the insurance liability confirmation, inform the customer about any difference amount payable at the time of vehicle delivery.

Vehicle Readiness:



Inform the customer about vehicle readiness and confirm the delivery schedule.

Business Target: Achieve assigned business targets and promote allied business products, including EW, RSA and REC policies.

Vehicle Preparation: After confirmation from the customer regarding the vehicle delivery time, ensure that the vehicle is kept ready at least one hour before the scheduled delivery time to avoid customer dissatisfaction.

Vehicle Delivery: After the customer reports for vehicle delivery, explain the Tax Invoice, including the replaced/damaged old parts as applicable, and hand over the vehicle to the customer.

Quality

Certificate &

- Next Due: Explain the Quality Certificate remarks to the customer and paste the next-due/service reminder sticker on the customer's vehicle.

Customer

Satisfaction &

- Business: Ensure prospective business opportunities are identified and converted while maintaining complete customer satisfaction throughout the process.

Documentation: Maintain all approvals, Repair Order (RO) remarks and required documentation in writing from the customer and insurance company.

Daily Reporting: Submit daily reports to the BP Manager in the prescribed format.

Customer Calling: Complete N+1 and N+5 customer calling as per the prescribed process.

KPI: Maintain KPIs as per Care 2.0 requirements.

MYR Download: Achieve the target of 35% MYR download from customers. C@RE 2.0 Audit: Ensure adherence to all applicable C@RE 2.0 audit requirements. CC/1000 RO: Maintain CC/1000 RO (Regional Escalation) as per ART requirements

📌 Car Service Advisor (Pune)
🏢 Unnati Vehicles Private
📍 Pune