Service Advisor (BYD/Denza)

Job Title: Service Advisor (BYD/Denza)

Location: Ubi

Department: Aftersales Department

Key Responsibilities:

Customer Interaction:

• Greet customers promptly and professionally, understanding their service needs.
• Clearly communicate repair recommendations and service options.
• Answer customer questions regarding their vehicle's condition, maintenance, and service history.
• Provide accurate estimates for services, parts, and labor, and obtain customer approval for repairs.

Service Management:

• Open repair orders, ensuring all customer details, vehicle information, and service requirements are accurately documented.
• Schedule appointments for vehicle services and follow up with customers regarding completed work.
• Maintain clear and timely communication with customers about repair progress and any delays.
• Coordinate with technicians to prioritize and expedite repairs and services.
  
  Sales and Upselling:
• Identify additional service and repair opportunities, presenting them to customers based on vehicle inspections.
• Upsell and promote service packages, maintenance programs, and accessories.
• Actively contribute to achieving service department sales goals.
  
  Administrative Support:
• Maintain accurate records of customer interactions, repair orders, and service history.
• Ensure that all work orders are properly processed and completed according to dealership standards.
• Follow up on customer satisfaction surveys and resolve any complaints or issues in a timely manner.
• Keep track of warranty information and ensure compliance with manufacturer guidelines.
  
  Quality Assurance:
• Ensure all repairs and services meet company and industry standards for quality.
• Review completed jobs with technicians and ensure that no details are overlooked before the vehicle is returned to the customer.
• Perform final walk-arounds with customers, explaining completed work and ensuring satisfaction.
  
  Team Collaboration:
• Work closely with service technicians, parts department, and other team members to streamline the service process.
• Assist in the training of junior service advisors and support colleagues when necessary.
• Participate in service department meetings to discuss goals, customer feedback, and workflow improvements.

Qualifications & Education:

• High school diploma or equivalent; automotive certifications or technical training preferred.

Experience:

• 2+ years of experience as an automotive service advisor or in a similar customer service role in the automotive industry.
  
  Skills:
• Strong communication and interpersonal skills.
• Ability to multitask and manage time effectively in a fast-paced environment.
• Basic understanding of automotive repair processes and terminology.
• Proficient in using service management software and office applications.
• Excellent problem-solving and customer service skills.
  
  Attributes:
• Detail-oriented and organized.
• Professional appearance and demeanor.
• Ability to work under pressure and meet deadlines.
• Strong sales acumen and the ability to upsell services.