Job Description – Service Advisor
Toyota Service Centre / Dealership
Job Title
Service Advisor
Department
Service / After Sales
Job Summary
Responsible for handling customers during the vehicle service process, understanding their concerns, preparing repair orders, coordinating with technicians, providing service updates, and ensuring customer satisfaction and timely vehicle delivery.
Key Responsibilities
* Welcome customers and understand their vehicle/service requirements.
* Conduct vehicle inspection and prepare *Job Card / Repair Order* accurately.
* Explain required repairs, maintenance, estimates, and service schedules to customers.
* Coordinate with technicians and the workshop team for timely completion of jobs.
* Provide customers with regular updates regarding service progress.
* Obtain customer approval for additional repairs or replacement of parts.
* Monitor job progress and ensure vehicles are delivered within the committed time.
* Prepare service estimates, invoices and other required documents.
* Explain completed work and billing details to customers during vehicle delivery.
* Handle customer complaints and coordinate with relevant departments for resolution.
* Follow Toyota service standards, processes, safety procedures and customer-care guidelines.
* Maintain proper records of customer interactions and vehicle service history.
* Promote genuine Toyota parts, accessories, periodic maintenance and other after-sales services.
* Conduct follow-up calls to understand customer satisfaction and encourage future service visits.
* Achieve assigned targets related to customer satisfaction, revenue, retention and service sales.
Required Qualifications
* Graduate/Diploma in Automobile, Mechanical Engineering, or related field.
* Experience in an automobile dealership/service centre is preferred.
* Good knowledge of vehicle systems, servicing and maintenance.
* Good communication and customer-handling skills.
* Basic computer knowledge and ability to use dealership/service software.
* Ability to work under pressure and coordinate with multiple teams.
Key Skills
* Customer Relationship Management
* Automobile Technical Knowledge
* Communication & Negotiation
* Problem Solving
* Complaint Handling
* Time Management
* Team Coordination
* Sales & Service Orientation
Key Performance Indicators (KPIs)
* Customer Satisfaction Index (CSI)
* Service Revenue
* Customer Retention
* Repeat Service Ratio
* Labour & Parts Sales
* Job Completion / Delivery Time
* Customer Complaint Resolution
* Service Upselling / Additional Job Conversion
* Quality of Job Card & Documentation
*Reporting to:* Service Manager / Workshop Manager
Pay: ₹20,000.00 - ₹24,964.92 per month
Work Location: In person
