Responsibilities:
1. Service Reception
- Handle customer escalations and complicated technical issues, coordinating with workshop team members to ensure effective service delivery.
- Perform visual inspections and quick tests to estimate the extent of damage, ensuring pre-diagnosis and vehicle inspections meet quality standards.
- Use specified checklists during service reception to document and verify proper performance of individual work steps.
- Actively provide service products, present current service offers, and offer additional services (e.g., vehicle care, pickup & drop-off service).
- Check for warranty and goodwill claims.
- Coordinate the scope of repair and maintenance services with customers, obtaining their approval.
- Arrange for external work when necessary and coordinate pickup time, date, method, and location with customers.
2. Work preparation.
- Participate in pre-meetings with the Workshop Foreman and Customer Contact Specialist to discuss current and next day's workload.
- Prepare repair orders and ensure timely completion.
- Explain and hand over workshop orders to Maintenance Technicians or Certified Diagnosis Technicians.
3. Repair and maintenance
- Monitor repair status and clarify additional repair services or timeline updates with customers and the service department.
4. Order completion
- Inspect work scope and performance, document test results, and authorize repairs for any faults.
- Provide transparent documentation for customers of all work completed and required parts.
- Document current vehicle data (e.g., legally required inspections, due dates for mandatory vehicle inspections).
- Ensure the customer's vehicle is clean.
- Ensure timely vehicle handover and final coordination with customers.
- Trigger the invoicing process after repair and maintenance are completed.
5. Vehicle handover
- Manage the vehicle handover process.
Educational Qualification
- Diploma in any discipline
Experience
- Years of Experience: 1 - 2 Years
- Field of Experience: Service Advisor
Skills
- Strong communication and interpersonal skills.
- Ability to handle technical queries and complicated customer complaints professionally.
- Proficiency in using service management software and tools.
- Excellent organizational skills and attention to detail.
- Ability to upsell services and products effectively
Job Remarks
- Preferred Language: English, Arabic
- Job Country: Kuwait
- Duty Shift / Timings: One Shift / 7:30 am - 4:30 pm / 9:00 am - 6:00 pm
