Service Advisor

Description:

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

Requirements:

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.