Service Advisor

Two-Wheeler Service Advisor is a customer-facing role that acts as the primary link between the customer and the service and technical team. The main goal is to ensure a smooth, efficient, and satisfactory service experience for two-wheeler owners. Responsibilities: 1.Customer Interaction and Consultation: Greet customers professionally and courteously upon arrival. Actively listen to customer concerns, complaints, and service needs regarding their motorcycle or scooter. Ask relevant questions to accurately diagnose issues and gather all necessary information. Conduct initial visual inspections or road tests as required. 2.Service Recommendation and Estimation: Translate the customer's concerns and technician's diagnosis into clear, non-technical explanations. Recommend necessary and/or additional maintenance, repairs, or part replacements. Prepare and present accurate cost estimates (parts and labor) and timeframes for the services. Obtain customer authorization for all work before proceeding. 3.Work Management and Coordination: Create and process detailed and accurate repair orders (job cards). Efficiently schedule and assign jobs to service technicians based on skill level and workload. Liaise constantly with technicians and the parts department to ensure the timely availability of parts and smooth workflow. Monitor the progress of repairs and keep the customer informed of any changes, delays, or additional required work. 4.Quality Assurance and Follow-up: Review the completed work to ensure all services on the repair order have been performed to quality standards. Explain the work performed and the final charges on the invoice clearly to the customer upon vehicle pickup. Handle the payment process (cashier functions) and process necessary warranty claims. Follow up with customers after the service to ensure satisfaction and address any post-service concerns. 5.Administrative and Sales Duties: Maintain detailed and organized customer and vehicle service records. Identify opportunities to upsell related services, maintenance packages, or accessories. Strive to achieve high Customer Satisfaction Index (CSI) scores. Qualifications: High school diploma or equivalent; an Associate's degree or technical certification in automotive/two-wheeler technology is often preferred. Experience: Proven experience as a Service Advisor or similar customer-facing role, preferably within a two-wheeler dealership or service center. Technical Knowledge: A foundational understanding of two-wheeler mechanical, electrical, and systems to effectively communicate with both customers and technicians. Communication Skills: Exceptional verbal and written communication skills to explain technical issues in simple terms and build rapport with customers. Customer Service: Strong focus on customer satisfaction, empathy, and the ability to professionally handle complaints or difficult situations. Organizational Skills: Excellent time management, multitasking, and organizational abilities to manage a high volume of appointments and work orders. Computer Proficiency: Competency in using computer software, including service management systems, word processing, and spreadsheets. Licensing: Often requires a valid two-wheeler driving license.