Service Advisor

2 weeks ago

Cape Town, South Africa Intelleto (Pty) Ltd Full time

Specific Role Responsibilities:
The responsibilities of a Service Advisor include the following tasks:

- Receive customers in a professional and friendly manner in order to ensure they feel valued.
- Liaise and interact with customers attentively in order to completely understand and comprehend their service needs.
- Prepare service estimates, sell routine maintenance/ repair services, and conduct follow-ups regarding services and customer inquiries.
- Interact and communicate with customers effectively, explaining service details in an understandable and appropriate manner, involving Service Technicians when necessary.
- Maximize customer awareness of all products and services available.
- Create collaborative internal and external partnerships in order to expedite service delivery.
- Schedule appointments, answer phones, and handle queries.
- Assist with the coordination of alternate transportation, car rental reservations, shuttle services, etc.
- Maintain excellent standards of departmental administration such as service sheets, invoices, job cards, warranty claims, authorisation, etc.
- Maintain customer database with contact details and information.
- Assist the dealership to achieve and maintain industry standards of process efficiency and service excellence.
- Develop and maintain high levels of customer satisfaction and customer loyalty to ensure repeat business.
- Ensure customer complaints are effectively managed via relevant CRM system/s.
- Maintain and further develop own personal knowledge base in order to remain current and relevant.
- Attend regular team meetings, sharing and receiving feedback in the interest of continuous improvement.
- Attend all relevant OEM training courses, and any other developmental training opportunities allocated.
- Perform other duties as requested. Qualifications and Experience:
Minimum Qualifications and Experience needed:

- Matric
- Valid, unendorsed drivers license and the ability to competently and legitimately drive.
- Computer literate
- Knowledge of dealership policies and procedures is essential.
- Knowledge of competitive motor industry.
- Basic mathematical ability (numeracy)
- Knowledge of relevant operating systems would be an advantage.

Skills and Personal Attributes:
Minimum requirements:

- Highly self-motivated, energetic and able to maintain a positive outlook.
- Ethical
- Need to acquire thorough knowledge of the vehicles they are handling not just technical specs; but also, information about the manufacturers warranty, dealership services, OEM updates, etc.
- Eager to participate in ongoing training opportunities made available by the organization and OEM for development purposes and/or to stay abreast of product or system changes.
- A team player
- Reliable
- Results driven and customer orientated

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