Job description

Overview Of The Role:

The Service Advisor plays a crucial role in ensuring a professional customer journey, driving customer retention, and contributing to the company's profitability. Through effective implementation of customer service standards, adherence to quality measures, and proactive sales strategies, the advisor supports both customer satisfaction and business growth. This position requires a focus on outcomes, including maintaining performance indicators above set thresholds, while also ensuring compliance with health and safety standards. Continuous learning and upgrading of skills are essential to keeping pace with industry innovations and maintaining high service quality.

What You Will Do:

• Ensure customer retention by implementing AF Standard and principle process, aiming for a excelllent Net Promoter Score.
• Execute customer service values and AF values consistently, achieving a good Customer Service Value .
• Maintain quality at all times, targeting a First Response Fix Time.
• Increase profitability through sales and upselling incremental packages, including products and services offered by the company.
• Implement 5S at the workplace to ensure organization and efficiency.
• Perform all duties and responsibilities as outlined in the business SOP, maintaining a high Personal Development Rating.
• Ensure compliance with the company's health and safety requirements to prevent harm to personnel and the environment.
• Continuously upgrade skills with new technology, work procedures, time standards, and technical know-how to enhance productivity and quality, as measured by Training Module and Certification standards.

Skills

Required Skills To Be Successful:

• Excellent customer service skills with a focus on retention and satisfaction.
• Strong sales and upselling capabilities in automotive services.
• Proficient in quality assurance practices and performance monitoring.
• Ability to implement and maintain organizational systems like 5S.

What Qualifies You For The Role:

• Diploma or Degree in Engineering (Mechanical/Automobile).
• 3 years of experience in a customer service role.
• Proficient knowledge of body parts and general mechanical components of body and paint repair will be an advantage.
• Familiarity with health and safety compliance protocols in an automotive service environment.