Location: PETTA
Reporting to: Service Manager
Job Purpose
The Customer Service Advisor acts as the primary interface between the customer and the service workshop. The role is responsible for ensuring a seamless service experience, from receiving the vehicle and diagnosing customer concerns to ensuring timely delivery and post-service satisfaction.
Key Responsibilities
- Customer Interaction: Greet customers arriving at the service center and attend to their requirements with professionalism and a service-oriented mindset.
- Job Card Generation: Conduct a thorough initial inspection of the vehicle, document customer complaints accurately, and prepare detailed Job Cards.
- Estimation & Upselling: Provide customers with accurate cost estimates and timelines for repairs. Suggest necessary value-added services or genuine Honda parts to enhance vehicle performance.
- Workshop Coordination: Liaise with the floor supervisor and technicians to track the progress of vehicles and ensure repair quality meets Honda standards.
- Customer Updates: Proactively inform customers regarding any additional work required or delays in the promised delivery time.
- Billing & Delivery: Explain the final invoice to the customer, highlighting the work performed and parts replaced. Conduct a final vehicle inspection before handing it over to the customer.
- Feedback & Retention: Follow up with customers post-service to ensure satisfaction and handle any grievances promptly to maintain high Customer Satisfaction Index (CSI) scores.
Required Qualifications & Skills
- Education: Degree or Diploma (Automobile/Mechanical Engineering preferred).
- Experience: Previous experience in a similar role within an automobile dealership is highly desirable.
- Communication: Fluent in Malayalam; functional proficiency in English is required for documentation and system entries.
- Technical Knowledge: Basic understanding of two-wheeler mechanical functions and Honda product specifications.
- Soft Skills: Strong interpersonal skills, ability to handle pressure during peak hours, and a problem-solving attitude.
- Computer Literacy: Proficiency in using DMS (Dealer Management System) software and basic MS Office.
Pay: ₹16,000.00 - ₹20,000.00 per month
Benefits:
- Health insurance
- Provident Fund
Work Location: In person
