Service Advisor – Commercial Vehicles

Overview of the role:

This role is the representation of the brand & division to the customer, and maintains customer relations to ensure an end-to-end engaged Aftersales customer journey, that leads to revenue achievement & customer retention.

What you will do:

• Build long-term relationships with customers to ensure customer retention & loyalty.
• Achieve financial objectives by upselling & discount control, to meet monthly revenue targets.
• Actively engage with the customer through consultation on customer needs & service requirements, through the whole service process, in order to ensure the vehicle is fixed right the first time.
• Coordinate with the Production Team to ensure timely progress updates of the vehicle to customers at all times to keep the customer informed and to maintain the on-time-delivery commitment.
• At the time of delivery (of the vehicle), ensure that the customer is provided a detailed explanation of all work performed & cost associated with those repairs, for the customers to understand the value-addition of services rendered by the business.
• Effectively manage customer complaints to satisfactory closure of all complaints, to sustain & improve the Customer Service Value & Net Promoter Scores.
• Active compliance to all Standard Operating Procedures, Company policies & Distributor Programs to ensure consistency in the customer experience.

Required skills to be successful:

• Diploma or Bachelor of Automobile /Mechanical Engineering.
• 3 to 5 years overall experience with the automotive industry, preferably in a similar service role.
• Working knowledge of MS office, SAP knowledge preferred.
• Customer handling skills.
• Good communication skills.
• Conversant English & basic Arabic speaking.
• Technically proficient.
• Product and process knowledge