Service Advisor

At AWR Group, we are at work for a planet that prospers. A world that serves all generations

those of today, and those yet to come. We're a group of companies, transforming businesses of today and building purposeful ventures for the future. Our greatest endeavour is to enhance the lives of all generations we touch. We are AWR Group. We embrace generation next.

Job purpose: (Use one or two sentences to state the major purpose, objective or function of the position and the end result it is intended to accomplish.)

The Service Advisor is responsible for assisting customers with their service needs, providing detailed information about services offered, managing service schedules, and ensuring a smooth customer experience from drop-off to pick-up. They act as the liaison between customers and the service department, ensuring customer satisfaction and operational efficiency.

Job responsibilities: (These are the fundamental job duties regularly performed by the employee in the position.)

• Follow the NSSW standards in all customer touch points
• Responsible to attend high profile & major fleet customers.
• Promptness in receiving/greeting customers, understand their needs
• Proper inventory of customer's vehicle and record customers requirements.
• Updating customer data base
• Re-confirm the Job requirements/Repair details/cost involved/delivery time etc. and obtaining customer's approval.
• To arrange test drive as required jointly with customer
• Ensure legible and clear job advice and create job card
• Follow-up the job progress
• Provide feedback to customer for additional repairs, delayed delivery time and obtain approvals.
• Brief the customer on warranty coverage/Service contract coverage
• Promoting Service Contracts/other service products (upselling)
• Ensure job cards are closed on time
• Ensure car is cleaned and ready for delivery as per the promised date and set time.
• Notify customer in in advance in case of delay
• Receive customer, explain jobs carried out and charges, ensure payment and deliver the vehicle
• Achieving financial/non-financial targets (Labour sales/CSI/RO Nos/Service campaign targets etc.)
• Develop and maintain long term relationship to enhance customer retention
• Handle customer complaints on priority and bring it to the notice of the superiors.
• Attend customer queries promptly
• Ensure the pending job cards to be closed within the time limit

The above statements are intended to describe the general nature and level of work performed by people assigned to this job function. They are not intended to be construed as an exhaustive list of all job duties performed. Management reserves the right to revise or amend duties at any time.

Educational Qualification

(Consider Education/Experience type and minimum level; Special skills; Certifications and licenses etc.)

• Degree/3-year Diploma in Automobile/Mechanical Engineering.

Work Experience

(Consider work experience requirement to do the job; x of years.)

• 3 years practical experience with Dealers in similar positions.

Languages

• English, Arabic is desirable