Service Advisor

Key Responsibilities

• Greet customers professionally and assist with enquiries and service-related queries.
• Open estimates and job cards for maintenance, repair, and service work to be performed.
• Ensure estimates are sent to customers via email and telephone communication and obtain authorization within one hour of booking or vehicle arrival.
• Consult with mechanics, foremen, and technical advisors regarding required repairs and alternative solutions where applicable.
• Inform customers of available service campaigns and promote additional services where appropriate.
• Verify vehicle warranty status, service plans, and maintenance plans, ensuring correct billing procedures are followed.
• Liaise with the Parts Department to ensure timely availability of required parts.
• Obtain purchase order numbers and customer authorizations before issuing work instructions to workshop personnel.
• Provide customers with regular updates regarding the progress and status of their vehicles.
• Prepare, cost, and finalize job cards for invoicing before vehicle release.
• Explain all completed work to customers upon collection and advise on any additional repairs or maintenance requirements.
• Manage and maintain the daily workshop workflow schedule and distribute reports at the end of each business day.
• Monitor workshop efficiency reports, including allocated versus completed labour hours.
• Control vehicle movement procedures and gate pass documentation, ensuring compliance with company policies and payment requirements.
• Coordinate workflow and scheduling between workshop, parts, administration, and other relevant departments.
• Contact customers regarding service updates, completion times, and vehicle collection arrangements.
• Build and maintain positive customer relationships to encourage repeat business and customer retention.
• Ensure all company policies, procedures, and safety requirements are adhered to at all times.
• Process proof of payments, ensure debtor accounts are correctly managed, and facilitate the release of vehicles once financial requirements have been met.
• Maintain accurate customer, vehicle, and service records.

Minimum Requirements

Qualifications & Experience

• Grade 12 (Matric) or equivalent qualification.
• Minimum of 2–3 years' experience in a Service Advisor, Customer Service, or similar role within a workshop, automotive, commercial vehicle, or technical service environment.
• Valid Code 8 Driver's Licence.
• Computer literacy with experience using workshop management and customer service systems.
• Knowledge of workshop operations, vehicle maintenance processes, and customer service principles will be advantageous.

Personal Attributes

• Strong customer service orientation.
• Confident and proactive approach with the ability to anticipate customer and operational requirements.
• Excellent verbal and written communication skills.
• Strong attention to detail and accuracy.
• Effective problem-solving and decision-making abilities.
• Ability to work under pressure and manage multiple priorities.
• Strong organisational and administrative skills.
• Team player with the ability to collaborate across departments.
• Professional, reliable, and customer-focused.
• High level of integrity and accountability.