We are looking for a Customer Service Advisor who can handle customer inquiries, schedule jobs, and ensure smooth coordination between customers and technicians.
Role Overview
The Customer Service Advisor is the first point of contact for customers and plays a critical role in delivering a professional and efficient service experience. The role involves handling customer inquiries, diagnosing service needs, booking appointments, and coordinating with technicians to ensure jobs are completed smoothly.
This role requires strong communication skills, organization, and the ability to solve problems quickly while maintaining excellent customer service.
Key Responsibilities
Customer Communication
- Respond to customer inquiries via phone, WhatsApp, website, and social media.
- Collect key information including vehicle make, model, year, and description of the issue.
- Provide clear explanations of services, pricing, and available appointment times.
- Maintain a professional, friendly, and helpful tone in all customer interactions.
Job Booking & Scheduling
- Schedule service appointments and dispatch technicians efficiently.
- Coordinate with the Operations Manager and technicians to balance workload and availability.
- Ensure accurate booking information is recorded for every job.
Service Advising
- Understand common automotive issues and recommend appropriate services.
- Explain repair recommendations and pricing clearly to customers.
- Follow up on quotes and convert inquiries into confirmed bookings.
Customer Experience
- Ensure a smooth and positive experience from first contact to job completion.
- Follow up with customers after service to confirm satisfaction.
- Manage customer feedback, reviews, and complaints professionally.
Administrative Support
- Maintain accurate customer records in the company CRM system.
- Prepare service estimates and invoices when required.
- Assist with general administrative tasks related to operations and customer management.
Requirements
- Previous experience in customer service, service advising, or call center roles.
- Strong communication skills in English (additional languages are a plus).
- Excellent organizational and multitasking abilities.
- Ability to remain calm and professional under pressure.
- Comfortable using CRM systems, messaging platforms, and booking tools.
Preferred Experience
- Experience in automotive service advising or workshop environments.
- Familiarity with common vehicle maintenance and repair services.
- Experience using dispatch or scheduling software.
What Success Looks Like
- Customer inquiries are handled quickly and professionally.
- High conversion rate from inquiries to confirmed bookings.
- Efficient coordination between customers and technicians.
- Strong customer satisfaction and positive reviews.
- Accurate job scheduling with minimal operational issues.
Compensation
Competitive salary of 5k to 7k per month based on experience, with generous performance incentives tied to booking conversions, customer satisfaction, and operational efficiency.
This role is ideal for someone who enjoys interacting with customers, solving problems quickly, and playing a key role in delivering a seamless service experience.
