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
•Vehicle check-ins and inspections with Guest
•Continuous updating of vehicles' progress status with Guest
•Follow up on vehicle status throughout the flow in workshop to meet promised times
•Ordering of parts on Guest vehicle, follow up and notify Guest to come in
•Manage Work-in-Progress of vehicles awaiting parts or sublet work
•Deliver vehicle and explain all work done on vehicle to Guest
•Minimize Cash Outstanding payments for completed vehicles
•Ensure Guest vehicles are kept safe and control vehicle keys
3. Qualifications and Experience
•Namibian Citizenship
•Fluent in English & Afrikaans – 3rd language will be an advantage
•Grade 12 with 2 years relevant experience
•Be passionate about great customer service and organised working environment
•Professional communication skills with diverse customer base in a confident pleasant manner
•Understanding of technical, commercial and administrative aspects of the motor and service industry
•High integrity and sound character to contribute to the participative service team
•Adequate computer literacy and workable knowledge of V10
4. Skills and Attributes
Key Competencies:
•Working with People
•Planning & Organising
•Following Instructions & Procedures
•Delivering Results and Meeting Customer Expectations
•Coping with Pressures and Setbacks