Customer Service Advisor (Full-time)

Job Summary

The Service Advisor is the primary liaison between customers and the service department. They are responsible for providing exceptional customer service, accurately diagnosing and documenting service/repair needs, preparing estimates, coordinating workflow with technicians, and ensuring the timely, high-quality delivery of the serviced two-wheeler (motorcycle or scooter). This role directly influences customer satisfaction and service department profitability.

Key Responsibilities and Duties.

I.Customer Reception and Initial Assessment

• Customer Greeting: Promptly and professionally greet all service customers upon their arrival at the dealership.
• Active Listening: Listen attentively to the customer's concerns, maintenance requests, and descriptions of vehicle issues.
• Initial Inspection: Perform a quick visual inspection, confirm mileage and service history, and note down all issues on the Job Card accurately.
• Job Card Creation: Create and manage detailed Job Cards, ensuring all customer details, concerns, and vehicle information are correctly logged into the Dealership Management System (DMS).

II. Estimation, Recommendation, and Authorization

• Technical Diagnosis: Apply foundational knowledge of two-wheeler mechanical and electrical systems to recommend necessary repairs and scheduled maintenance.
• Estimate Preparation: Prepare accurate and detailed cost and time estimates (covering both parts and labour).
• Customer Consultation: Clearly explain the diagnosis, recommended services, and the breakdown of costs to the customer, securing their explicit authorization before any work begins.
• Upselling: Strategically promote and upsell relevant service packages, accessories, and value-added services (e.g., polishing, extended warranties) to enhance customer experience and profitability.

III. Workshop Coordination and Follow-up

• Job Allocation: Efficiently allocate tasks to service technicians based on their skill set, specialization, and current workshop load.
• Progress Monitoring: Continuously monitor the status of all repairs and services, serving as the communication link between the workshop and the customer.
• Status Updates: Promptly inform customers of any unexpected technical findings, necessary changes to the estimated cost or timeline, and secure approval for additional work.

IV. Final Delivery and Administration

• Quality Control: Ensure that the completed two-wheeler meets all quality standards and that all requested services have been executed correctly before customer handover.
• Invoice Explanation: Clearly explain the final invoice, detailing the work performed, replaced parts, and total charges, ensuring full transparency.
• Payment Processing: Process payments accurately and handle all related final documentation.
• Record Keeping: Maintain detailed, accurate, and organized service records (physical and digital) for all service activities and warranty claims, adhering to manufacturer guidelines.
• CSI Focus: Follow up with customers post-service to ensure satisfaction and professionally resolve any post-service concerns or complaints.

Required Skills and Qualifications

• Education: A Diploma or ITI certification in Automobile/Mechanical Engineering is highly preferred. High School diploma/GED is required.
• Experience: Minimum of 1-3 years of experience as a Service Advisor, ideally within the two-wheeler or automotive industry.
• Technical Acumen: Strong working knowledge of two-wheeler components, maintenance procedures, diagnostics, and common repair practices.
• Communication: Exceptional verbal communication skills and a professional, empathetic, and customer-focused demeanor.
• Software Proficiency: Experience working with Dealership Management Systems (DMS) or other service software for job card management, billing, and scheduling.
• Licensing: Must possess a valid two-wheeler driving license.

Job Type: Full-time

Pay: ₹14,000.00 - ₹16,000.00 per month

Benefits:

• Health insurance
• Provident Fund

Work Location: In person