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Service Advisor

2 weeks ago

Johannesburg, Gauteng, South Africa Unique Personnel Full time R250 000 - R500 000 per year
Unique Personnel boasts over 50 years (established in 1970) of personnel and staffing experience, so it's not surprising that even though our main focus has been providing on South African Staffing Solutions, we now recruit internationally for over 5000 clients Duties & Responsibilities

Purpose of the Role

  • The Service Advisor acts as the primary point of contact between the customer and the workshop. This role is responsible for managing customer communication, coordinating repair and service work, preparing job cards, and ensuring a smooth workflow between customers, technicians, and management. The goal is to deliver excellent customer service while maintaining efficiency and profitability within the workshop.

Key Responsibilities

Customer Service & Communication

  • Greet customers professionally and create a welcoming experience.
  • Listen to customer concerns and accurately record vehicle symptoms or issues.
  • Communicate repair and maintenance requirements clearly and in plain language.
  • Keep customers informed of progress, additional work required, and expected completion times.
  • Handle customer complaints or queries professionally, ensuring a positive outcome.
  • Ensure Booking reminders are sent to customers the day prior to bookings.
  • Yearly service reminders to be communicated with customers.

Job Management & Administration

  • Open and manage job cards accurately in line with workshop procedures.
  • Monitor progress throughout the day to ensure customers are always informed about what is happening with their vehicle.
  • Obtain customer authorisation for work and cost estimates before proceeding.
  • Liaise with the parts suppliers to ensure parts are ordered and received timeously.
  • Prepare Quotes and invoices and ensure accurate costings for labour, parts, and consumables. This is all completed on Evolve.
  • Close job cards promptly and ensure all supporting documents are filed correctly.

Workshop Coordination

  • Work closely with the Workshop Foreman to stay informed about what is happening in the workshop and any part requirements that they have.
  • Ensure all completed vehicles are quality-checked before handover; service books to be stamped and service light must be off.

Sales & Upselling

  • Identify opportunities to recommend additional maintenance or services.
  • Identify and contact potential fleet customers.
  • Achieve set targets for service-related sales and customer satisfaction.
  • Ensure a quote to booking conversion rate of 50% - 80% is met.

Compliance & Safet

  • Ensure all work is performed in line with company procedures, MIBCO and OHSA requirements.
  • Maintain confidentiality of customer and company information
Desired Experience & Qualification

Qualifications & Experience

  • Matric (Grade 12) essential.
  • Technical background or experience in the motor industry
  • Minimum of 2–3 years' experience in a similar Service Advisor or Customer Service role.
  • Computer literacy
  • Experience working on Evolve or an automotive CRM system
  • Valid driver's licence and own reliable vehicle

Skills & Attributes

  • Excellent communication and interpersonal skills.
  • Strong organisational and multitasking abilities.
  • Customer-focused with a professional and friendly manner.
  • Ability to work under pressure in a fast-paced workshop environment.
  • Attention to detail and accuracy.
  • Team player with a proactive attitude.

Performance Indicators

  • Customer satisfaction ratings and feedback.
  • Accuracy of job card processing and invoicing.
  • Achievement of monthly sales and service targets.
  • Quote to booking ratio.
  • Professional conduct and teamwork.