Automotive Service Advisor

Key Responsibilities:

• Greet and professionally receive customers visiting the workshop, understand their vehicle concerns, and ensure a positive service experience.
• Conduct a detailed customer consultation to understand reported concerns, vehicle usage, service history, and customer expectations.
• Perform an initial vehicle inspection and identify visible or service-related issues requiring further diagnosis.
• Prepare accurate job cards and clearly document customer complaints, requested services, and vehicle condition.
• Coordinate with technicians and workshop teams to diagnose vehicle concerns and determine the required repairs or maintenance.
• Prepare and explain repair estimates, including labour, parts, and other applicable charges, in a clear and transparent manner.
• Obtain customer approval before proceeding with any additional repairs or work outside the originally approved scope.
• Explain technical findings and repair recommendations to customers in a simple and professional manner.
• Coordinate with the workshop, spare parts, warranty, and other relevant teams to ensure timely completion of repair and service jobs.
• Monitor vehicle repair progress and proactively update customers regarding job status, additional findings, delays, and expected completion time.
• Follow up on pending approvals and ensure timely closure of open jobs.
• Conduct a final review of completed work and ensure all customer concerns have been addressed before vehicle delivery.
• Explain completed repairs, replaced parts, maintenance requirements, and recommendations to the customer during vehicle handover.
• Promote relevant maintenance services, service packages, extended warranties, Kavak Plus, and other applicable products based on customer needs.
• Identify genuine upselling and cross-selling opportunities while maintaining a customer-first approach.
• Maintain accurate records of customer interactions, estimates, approvals, job status, invoices, and follow-ups in the service management system.
• Handle customer complaints and service-related concerns professionally and work towards timely resolution.
• Follow up with customers after service to ensure satisfaction and encourage repeat business and customer retention.
• Maintain strong coordination between customers, technicians, workshop management, spare parts, warranty, and other internal departments.
• Ensure all customer and vehicle documentation is complete and maintained according to company procedures.
• Achieve individual and team targets related to service revenue, customer satisfaction, retention, and approved repair work.
• Provide management with feedback regarding recurring customer concerns, vehicle issues, service quality, and opportunities for process improvement.

Requirements

Skills and Qualifications:

• Diploma or equivalent; an associate degree or technical qualification in Automotive/Mechanical Engineering is preferred.
• Minimum 2 to 3 years experience in UAE / GCC
• Proven experience as a Service Advisor, Service Consultant, Customer Service Advisor, or similar role, preferably within the automotive industry.
• Strong knowledge of automotive systems, maintenance requirements, and general repair procedures.
• Good understanding of vehicle diagnostics, mechanical and electrical systems, and workshop operations.
• Strong customer service and communication skills with the ability to explain technical information in a simple and understandable manner.
• Excellent interpersonal, organisational, and time-management skills.
• Ability to handle multiple vehicles and customer requests in a fast-paced workshop environment.
• Ability to prepare and explain repair estimates and confidently obtain customer approvals.
• Basic computer skills and experience with workshop/service management systems.
• Valid UAE driving license will be an add on value.
• Knowledge of warranty processes, service contracts, and automotive aftersales operations is an advantage.
• Experience with specific automotive brands, dealer systems, or service platforms is an advantage.

Key Skills & Competencies

• Customer relationship management
• Automotive technical knowledge
• Vehicle inspection and service consultation
• Repair estimation and quotation preparation
• Customer approval and negotiation
• Communication and interpersonal skills
• Problem-solving and decision-making
• Workshop coordination
• Time management and multitasking
• Upselling and cross-selling
• Complaint handling and conflict resolution
• Attention to detail
• Service quality and customer retention
• Teamwork and coordination

Performance Metrics (KPIs)

• Customer Satisfaction Score (CSAT)
• Service revenue achievement
• Estimate-to-approval conversion rate
• Additional repair approval/conversion rate
• Average Repair Order (ARO) / Average Invoice Value
• Customer retention and repeat business
• Vehicle delivery / promised-time adherence
• Customer complaint resolution rate
• Follow-up and closure efficiency
• Upselling and cross-selling revenue
• Service package and warranty conversion
• Accuracy of job cards, estimates, and documentation
• Technician/workshop utilisation and coordination efficiency

Do you want to be part of this story? Apply now!