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1. Main Function of the Role

The Service Advisor serves as the primary liaison between customers and the service department, ensuring a seamless vehicle service experience. This role involves customer interaction, coordination of vehicle maintenance and repair services, and maintaining high levels of customer satisfaction. The advisor is responsible for tracking service progress, providing updates, and ensuring all work is completed efficiently and to the customer’s expectations.

 

2. Key Performance Areas

• Conduct vehicle check-ins and inspections with guests.
• Provide continuous follow-ups and updates on vehicle progress with both technicians and customers.
• Prepare quotations for parts, order parts, and follow up on deliveries, keeping the customer informed.
• Manage Work-in-Progress and outstanding cash payments.
• Ensure that all service plans are properly loaded and sent for payment processing after customer approval.
• Deliver vehicles to customers and provide a detailed explanation of all work performed.

 

3. Qualifications and Experience

• Namibian Citizenship.
• Grade 12 certificate (minimum educational requirement).
• Valid Driver’s License.
• 1-5 years of working experience in a customer service role (experience in the automotive industry will be an advantage).
• Strong passion for excellent customer service.
• Professional communication skills to interact confidently with diverse customers.
• Knowledge of technical, commercial, and administrative aspects of the motor and service industry.
• Proficiency in computer systems with a working knowledge of V10 software.

 

4. Skills and Attributes

Key Competencies:

• Strong planning and organizing skills.
• Excellent attention to detail.
• Ability to make decisions and initiate action.
• Adherence to principles and values.
• Persuasion and influencing skills.
• Strong communication and presentation skills.
• Ability to deliver results effectively.
• Adaptability and responsiveness to change.

 

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