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    SERVICE ADVISOR

    Al Habtoor Motors

    Dubai, UAE

    Ref. JB3028666



    Job Description

    • Answer the phone promptly. Ask how you can help the customer.
    • Acknowledge customer’s arrival by greeting them in a friendly manner.
    • Receive customers in order and present an image that is professional
    • Inspect the vehicle in the presence of the customer. Document the vehicle interior and exterior condition on the service order job card.
    • Ask the customer the specifics of vehicle problem and discuss with customer the initial repair solution.
    • If warranty work is included, make sure customer clearly understands what is covered under warranty and what is not.
    • Ask if customer would like to see the parts that are replaced, note on the service order job card (t’ card).
    • Ensure the use of service order job card (t’ card) in writing down vehicle details such as the correct registration and chassis number, mileage and observations. Obtain customer’s signature.
    • Provide preliminary diagnosis and/or estimate.
    • Remind customers to remove any valuables from the vehicle.
    • If customer intends to wait, escort him/her to the waiting area and make sure that they are comfortable.
    • Endorse the service order job card to the service receptionist for opening.
    • Review in the system the vehicle service history and report irregularities, if any, to the foreman or the service manager.
    • Prior to beginning work, check with workshop foreman or service manager, have them confirm your diagnosis, if applicable.
    • If additional work should be done, prepare estimate and ensure parts availability and inform the customer for the cost and duration of the additional works. Obtain customer’s approval before proceeding with the work.
    • If requested, gather replaced parts from workshop to show to customer.
    • Confirmed any special ordered parts have arrived.
    • Attend to customers inquiry and follow ups.
    • review completed job card, understand and confirm all work that was done (discuss with the technician who has done the job or workshop foreman as needed, particularly in case of difficult diagnosis)
    • If repair, confirm that symptoms (. noise, vibration, etc) reported by customer are gone, test drive if necessary to confirm personally.
    • Complete all related paperwork, prepare draft invoice, utilize cashier if necessary.
    • Ensure that the vehicle is washed and cleaned (to be completed just before expected customer’s arrival time).
    • Call customer to confirm delivery time, suggest alternative times if desired delivery time is expected to be busy.
    • Review with customer all work that was performed; use clear and simple language. answer any questions the customer has – if necessary, get help from the reception supervisor or workshop foreman) to explain complicated procedures.
    • Confirm with customer that no additional damage has been done to vehicle and that all personal items left in the vehicle are there.
    • Review draft invoice; answer any questions and adjust as necessary.
    • Escort the customer to cashier; have final invoice issued and be strictly reminded that gate pass will be issued by the cashier only.
    • Remind customer of the next service due, any upcoming service campaigns, or any other future work needed that was noted during service/repair.
    • Take time to chat if customer is willing and if there’s no rush.
    • Always thank the customer and see them off in friendly way.
    • Report major issues, which is beyond your authorization to reception supervisor or with the manager.
    • Ensure that the service counter is clean and organize to maintain a comfortable customer’s waiting area.
    • Ensure to wear proper uniform and be presentable at all times.
    • Attend required training sessions and meetings and carry out its implementations

    Skills

    • Answer the phone promptly. Ask how you can help the customer.
    • Acknowledge customer’s arrival by greeting them in a friendly manner.
    • Receive customers in order and present an image that is professional
    • Inspect the vehicle in the presence of the customer. Document the vehicle interior and exterior condition on the service order job card.
    • Ask the customer the specifics of vehicle problem and discuss with customer the initial repair solution.
    • If warranty work is included, make sure customer clearly understands what is covered under warranty and what is not.
    • Ask if customer would like to see the parts that are replaced, note on the service order job card (t’ card).
    • Ensure the use of service order job card (t’ card) in writing down vehicle details such as the correct registration and chassis number, mileage and observations. Obtain customer’s signature.
    • Provide preliminary diagnosis and/or estimate.
    • Remind customers to remove any valuables from the vehicle.
    • If customer intends to wait, escort him/her to the waiting area and make sure that they are comfortable.
    • Endorse the service order job card to the service receptionist for opening.
    • Review in the system the vehicle service history and report irregularities, if any, to the foreman or the service manager.
    • Prior to beginning work, check with workshop foreman or service manager, have them confirm your diagnosis, if applicable.
    • If additional work should be done, prepare estimate and ensure parts availability and inform the customer for the cost and duration of the additional works. Obtain customer’s approval before proceeding with the work.
    • If requested, gather replaced parts from workshop to show to customer.
    • Confirmed any special ordered parts have arrived.
    • Attend to customers inquiry and follow ups.
    • review completed job card, understand and confirm all work that was done (discuss with the technician who has done the job or workshop foreman as needed, particularly in case of difficult diagnosis)
    • If repair, confirm that symptoms (. noise, vibration, etc) reported by customer are gone, test drive if necessary to confirm personally.
    • Complete all related paperwork, prepare draft invoice, utilize cashier if necessary.
    • Ensure that the vehicle is washed and cleaned (to be completed just before expected customer’s arrival time).
    • Call customer to confirm delivery time, suggest alternative times if desired delivery time is expected to be busy.
    • Review with customer all work that was performed; use clear and simple language. answer any questions the customer has – if necessary, get help from the reception supervisor or workshop foreman) to explain complicated procedures.
    • Confirm with customer that no additional damage has been done to vehicle and that all personal items left in the vehicle are there.
    • Review draft invoice; answer any questions and adjust as necessary.
    • Escort the customer to cashier; have final invoice issued and be strictly reminded that gate pass will be issued by the cashier only.
    • Remind customer of the next service due, any upcoming service campaigns, or any other future work needed that was noted during service/repair.
    • Take time to chat if customer is willing and if there’s no rush.
    • Always thank the customer and see them off in friendly way.
    • Report major issues, which is beyond your authorization to reception supervisor or with the manager.
    • Ensure that the service counter is clean and organize to maintain a comfortable customer’s waiting area.
    • Ensure to wear proper uniform and be presentable at all times.
    • Attend required training sessions and meetings and carry out its implementations

    Job Details

    Job Location:
    Dubai, United Arab Emirates
    Company Industry:
    Automotive
    Company Type:
    Employer (Private Sector)
    Job Role:
    Customer Service and Call Center
    Employment Type:
    Unspecified
    Monthly Salary Range:
    Unspecified
    Number of Vacancies:
    1
    Job Ref.:
    JB3028666

    Preferred Candidate

    Career Level:
    Mid Career
    Years of Experience:
    Unspecified
    Residence Location:
    Unspecified
    Gender:
    Male
    Nationality:
    Unspecified
    Degree:
    Unspecified
    Age:
    Unspecified