Service Advisor

About the role

The Service Advisor provides professional service to customers by accurately recording and organising quality repair and maintenance work, which helps retain customers and supports the sale of new units in the long term.

Key responsibilities

• Receive and greet customers, understand their vehicle concerns, advise on service and repair needs, carry out visual inspections, recommend additional work based on manufacturer recommendations, agree the scope and obtain cost and time agreement, and use menu pricing for routine jobs.
• Validate customer details and update Kerridge, then write instructions for technicians using RTS and assign jobs via the Kerridge workshop loading module, following up with team leaders.
• Keep regular contact with customers, including at least one daily phone call recorded in Kerridge CRM, and inform them when the vehicle is ready.
• Deliver the vehicle with full details of completed work, note any unresolved complaints, ask for satisfaction and escalate dissatisfied customers to the manager; follow up within 72 hours of delivery.
• Maintain relationships with existing and prospective customers and handle come-back jobs by escalating them to the Service Supervisor or Manager, applying a specific stamp and flagging the repair order in Kerridge.

Required profile

• University degree or diploma in automobile engineering.
• 5 years of relevant experience in the automotive service industry.
• Good interpersonal and communication skills in English; Arabic is an advantage.

Required skills

• Knowledge of Microsoft Office applications.
• Familiarity with Kerridge CRM and workshop management tools.