Customer Service Advisor

Role Summary

The Service Advisor works proactively to ensure the daily operation of the service reception and that the customer service needs and expectations are met, from customer inquiry through to completion of the invoice and follow up. This work contributes to an optimized utilisation of the workshop and long profitable relations with the customers.

Job Responsibilities

Professional Competencies (Duties and Tasks)

1. Before Service Prospecting – Proactively prepare for and make customer contacts. 
•    Create and work with customer calling lists
•    Contact and call customers regarding current campaigns, to book next visit, offer repairs etc. 
•    Analyze Maintenance plans and make recommendations to customers
•    Analyze remote diagnostics
•    Record outcome of calls and visits
•    Request and verify Maintenance plans 

2. Before Service Sales – Contribute to services sales by analyzing customer needs and actively interact with them to find optimal solution.
•    Listen to and identify customer needs
•    Analyze Maintenance plan and recommend actions on deviations
•    Perform trouble shooting according to checklists
•    Give advice to customers
•    Argue for suitable Maintenance solution
•    Define the work to be done and create preliminary work order
•    Book and organize customers workshop visits
•    Check work order content and workshop resource planning
•    Confirm that colleagues understands the work order
•    Secure appointment with customer

3. Before Service Workshop scheduling - Contribute to the utilization of the workshop and its capacity by planning the work to be carried out.
•    Create necessary time reservation
•    Verify that resources are allocated for the work to be carried out
•    Cooperate with other departments to coordinate all necessary work for the customer
•    Contact and call 3rd party when necessary
•    Arrange for sub supplier jobs
•    Take part in and contribute to the daily pulse meetings
•    Participate in workshop management weekly meeting

4. During Service Customer workshop care – Take care of customer during work to ensure satisfaction.
•    Receive the customer upon arrival
•    Verify content of appointment
•    Take over the vehicle from customer
•    Offer customer additional work and/or parts
•    Continually communicate with customers in case of changes or problems
•    Open the work order 
•    Handle customer requests

5. After Service Vehicle Return – Form long term relationships with customers when returning vehicle through clear and active communications.
•    Close the work order
•    Issue all necessary invoice
•    Explain to the customer the work that has been performed
•    Recommend additional work that may be required
•    Book the next appointment
•    Hand over the vehicle to customer
•    Register customer feedback

6. After Service Follow up customer work – Ensure thorough follow-up with customers after workshop. 
•    Perform follow up calls to evaluate performance
•    Offer new booking
•    Store open work orders
•    Document all other actions and information

7. Administrative support and coordination – at workshop level
•    Respond to general administrative enquiries and clerical support.
•    Prepare the allowances for the technicians.
•    Administer employee files and records of benefits and allowances.
•    Maintain financial files and records.
•    Manage the filing, storage and safety of the documents.
•    Perform other related duties as required.
•    Assist with all visitor/customer visitations and directing them to the correct channels.
•    Maintain a safe and clean reception area by complying with procedures, rules and regulations.
•    Provide information on missed calls and information on messages/notes to relevant staffs in a timely manner.
•    Contributes to team success by completing designated tasks.

Desirable Experience & Qualifications
•    High school education
•    Relevant work experience in a dealership position recommended
•    Further education in relevant field an advantage

Education