The Service Advisor is responsible for acting as the primary point of contact between customers and the service department. The role involves understanding customer vehicle concerns, coordinating service requirements with technicians, providing accurate service estimates, ensuring timely vehicle delivery, and maintaining high levels of customer satisfaction.
1. Key Roles and Responsibilities
Customer Handling &
- Communication
- Welcome customers and provide professional assistance during vehicle drop-off and delivery.
- Understand and record customer complaints and vehicle-related concerns.
- Explain required repairs, maintenance schedules, and service recommendations.
- Maintain regular communication with customers regarding service progress.
- Handle customer queries, complaints, and feedback professionally.
Vehicle Inspection &
- Service Coordination
- Conduct preliminary vehicle inspections and prepare job cards.
- Record customer complaints accurately in the job card.
- Coordinate with technicians to ensure proper diagnosis and timely completion of work.
- Explain repair estimates and obtain customer approval before proceeding with additional work.
- Ensure proper documentation of vehicle condition during vehicle reception.
Service Operations
- Monitor the progress of vehicles under service.
- Coordinate with the workshop team to ensure timely delivery.
- Follow up on pending jobs and ensure adherence to promised delivery timelines.
- Ensure accurate billing and proper closure of job cards.
- Coordinate vehicle delivery and explain the work completed to customers.
Customer Satisfaction &
- Retention
- Maintain excellent customer relationships and ensure customer satisfaction.
- Follow up with customers after service to collect feedback.
- Encourage repeat visits and promote customer retention.
- Inform customers about periodic maintenance, service packages, and value-added services.
- Work towards achieving customer satisfaction and service quality targets.
Sales &
- Revenue Generation
- Achieve assigned targets for labour revenue and value-added services.
- Identify additional repair and maintenance requirements.
- Promote genuine spare parts, accessories, and recommended services.
- Maximise service opportunities while ensuring customer trust and transparency.
1. Key Performance Indicators (KPIs)
The Service Advisor's performance will be evaluated based on:
- Customer Satisfaction Index (CSI).
- Labour Revenue Achievement.
- Value-Added Services (VAS) Sales.
- Customer Retention and Repeat Service Visits.
- Vehicle Delivery Within Promised Time.
- Customer Follow-up and Feedback.
- Job Card Accuracy and Documentation.
- Customer Complaint Resolution.
- Productivity and Target Achievement.
1. Qualifications &
- Experience
- Diploma or Bachelor's Degree in Automobile Engineering, Mechanical Engineering,
or any relevant discipline.
- Previous experience in an automobile service department is preferred.
- Freshers with good communication and customer-handling skills may also be considered.
- Knowledge of vehicle maintenance, servicing, and basic automobile systems is desirable.
- Experience with dealership management systems (DMS) will be an added advantage.
1. Required Skills &
- Competencies
- Excellent verbal and written communication skills.
- Strong customer relationship management skills.
- Good technical understanding of automobiles.
- Problem-solving and complaint-handling abilities.
- Strong coordination and teamwork.
- Time management and multitasking skills.
- Sales-oriented approach and target achievement mindset.
- Qualified attitude and customer-focused behaviour.
1. Personal Attributes
- Customer-friendly and approachable.
- Responsible and accountable.
- Professional in appearance and conduct.
- Positive attitude and willingness to learn.
- Ability to work under pressure.
- Strong commitment to service quality and customer satisfaction.
1. Overall Job Expectation
The Service Advisor is expected to ensure a seamless service experience for every customer, from vehicle reception to final delivery. The employee must maintain professional customer relationships, coordinate effectively with the workshop team, achieve assigned business targets, and contribute to the overall growth and reputation of NBT Hyundai.
Pay: ₹12,000.00 - ₹25,000.00 per month
Work Location: In person
📌 Service Advisor (Chacka)
🏢 NBT Hyundai
📍 Chacka
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