The Service Advisor is responsible for delivering an exceptional customer experience by serving as the primary point of contact between customers and the workshop. The role involves understanding customer requirements, preparing accurate job cards, coordinating with technicians, recommending value-added services, and ensuring timely delivery of vehicles while maintaining the high standards of Maruthi Maijo Motors.
Key ResponsibilitiesCustomer Service
- Welcome customers professionally and understand their vehicle concerns and service requirements.
- Conduct a preliminary vehicle inspection with the customer and record observations.
- Explain service recommendations, estimated costs, and delivery timelines.
- Build and maintain long-term customer relationships through excellent service.
Service Operations
- Prepare accurate job cards with complete customer and vehicle information.
- Coordinate with workshop technicians to ensure timely diagnosis and repair.
- Monitor vehicle progress and provide customers with regular updates.
- Obtain customer approval before carrying out additional repairs or replacement of parts.
- Ensure quality checks are completed before vehicle delivery.
Sales & Revenue Generation
- Promote periodic maintenance services, genuine spare parts, accessories, and value-added services.
- Identify opportunities for upselling and cross-selling while ensuring recommendations are based on customer needs.
- Support the achievement of monthly service and revenue targets.
Documentation & Administration
- Maintain accurate service records and customer information.
- Prepare invoices and explain service charges clearly to customers.
- Ensure all documentation complies with company policies and manufacturer requirements.
Customer Satisfaction
- Address customer concerns and complaints promptly and professionally.
- Follow up after vehicle delivery to confirm customer satisfaction.
- Support initiatives to improve customer retention and service quality.
Qualifications
- Diploma or Bachelor's degree in Automobile Engineering, Mechanical Engineering, or a related field preferred.
- Minimum 0–3 years of experience as a Service Advisor or in automotive customer service.
- Experience in an authorized automobile dealership is an advantage.
Skills & Competencies
- Strong customer service orientation.
- Good communication and interpersonal skills.
- Basic technical knowledge of automobiles.
- Sales and negotiation skills.
- Planning and organizational ability.
- Problem-solving and conflict-resolution skills.
- Computer proficiency and familiarity with dealership management systems.
- Ability to work under pressure and meet deadlines.
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSI) score.
- Service revenue achievement.
- Labour and parts sales.
- Vehicle delivery within committed timelines.
- Customer retention and repeat business.
- Job card accuracy.
- Upselling conversion rate.
- Warranty documentation compliance.
Working Conditions
- Based at the Maruthi Maijo Motors service facility.
- Regular interaction with customers, technicians, and parts personnel.
- May require standing, walking within the workshop, and occasional weekend work based on operational requirements.
Job Types: Full-time, Permanent
Pay: ₹15,000.00 - ₹30,000.00 per month
Benefits:
- Cell phone reimbursement
- Health insurance
- Paid sick time
Work Location: In person
