Service Advisor

The Service Advisor acts as a primary point of contact between the clients and the workshop and ensures a high-quality service by greeting customers and providing them with advice on repair and spare parts. They are responsible for ensuring that customers build long-term loyalty through satisfaction. Optimize workshop operations: – Follow the guidelines set up by CFAO and the manufacturers. – Manage the stock of replacement cars. Welcoming customers: – Manage and schedule the planning of vehicle service appointments. – Build a good rapport of trust with customers by offering them a personalized service and listening to their needs. – Evaluate client needs by asking them the appropriate questions. – Explain the nature of the work to clients, the quality control methods and commit to the deadline and cost. – Provide advice based on the vehicle’s overall condition. – Prepare quotation based on the client or insurance company request and conduct follow ups regarding repair approval. – Conduct vehicle inspections and take pictures if required. – Ensure that the repair orders are signed on the day of the repair and ensure the client receives a copy. Ensuring that all commitments are met: – Maintain contact with the clients regarding their quotations prepared, approved and update them on the status of the parts ordered as well as the date of reparation. – Maintain contact with the workshop to be able to conduct follow-ups and receive updates on the progress of pending matters. – Provide updates to clients or insurance companies by phone or email of any unforeseen delay or cost overruns and obtain their approval according to the established procedure. – Ensure that the work performed meets the required standards to guarantee client satisfaction in terms of quality, time, and price. – Generate invoices for Repair Orders (ROs) based on finished work, making sure they completely match the estimates that the client or insurance company has approved. – Ensure that all approved work is completed prior vehicle delivery. Guiding customers during vehicle returns: – Escort the clients till the register. – Review with the client on the work performed and highlight the checks and test conducted. – Ensure that the payment of the invoice (including any insurance excess) has been collected prior vehicle delivery. – Accompany clients to their vehicle and remove protective covers. Invoicing of the Work or Repair Orders: – Ensure that the repair/work orders of the delivered vehicles are submitted for invoicing. – Be able to invoice the work or repair orders while verifying approved quotes and report any discrepancies to the supervisor. – Send invoices to customers or insurers. Comply with PACI (Internal Control CAD/CAM) criteria – Comply with the criteria of the CFAO Internal Control (PACI). – Keep the vehicle parking area in good a good and clean condition. – Comply with the company’s internal policies. – And any other tasks to which you may be assigned. Skills: – Active listening. – Knowledge and mastery of reception processes. – Understanding and proficiency with manufacturer maintenance programs, warranties, service packages, and the fundamentals of automotive technology. – Good presentation skills. – Initiative taker and customer centric approach. – Proficiency in sales. – Attention to detail (Mastery of standard working hours and intervention times for effective scheduling). Qualification and Experience: – Minimum SC (School Certificate) – Diploma in Automotive Mechanics – Minimum 5 years of experience – Computer Literate – Driver’s License