Responsible for receiving customers, assessing vehicle service needs, preparing job orders, coordinating repairs, and ensuring timely service delivery. Requires a relevant qualification in automotive, business, customer service, or a related field. The position is based in Nairobi and requires on-site work.
We
are looking to fill the position of the Service Advisor – Uhuru Highway. The role reports to the Service
Reception Supervisor and will be based in Nairobi.
Job Purpose
The
Service Advisor is directly responsible for:
- The provision of excellent customer service through effective
identification of customer needs, communication of the needs to the
workshop team, and for regular updates to the customer on work in progress
Key Responsibilities
Operational
Responsibilities
- Prepare accurate and timely job cards for customer vehicles to be
used by technicians as job instructions.
- Receive and inspect customer vehicles in the company of the
customer, to confirm the general condition of the vehicles.
- Prepare clear cost estimates to customers to ensure customers are
accurately informed of the cost of service/repair in a timely manner, and
to upsell as many quotations as is possible.
- Open system job card orders and monitor the closing to ensure time
recorded is accurate for job costing purposes.
- Prepare invoices with detailed explanation of the work done in order
to facilitate payment of services provided.
- Properly explain invoices, job cards, defect reports and quotations
to customers to allow customers make informed decisions on the
service/repair to be performed on their vehicles.
- Resolve customer complaints in a timely manner to ensure high
customer satisfaction as well as high customer retention rates.
- Follow up on work in progress to ensure customers are regularly
updated on work in progress, and to ensure delivery within the timelines
promised to customers, and for minimal customer complaints in case of
delays.
- Appraise warranty claims raised by clients in order to advise
customers as appropriate, and to facilitate the implementation of the
warranty process in a timely manner.
- Prepare cash sale and work in progress reports on a weekly basis in
line with company requirements.
Qualifications
Minimum
level of academic and professional qualification required to perform
effectively in the role
- Diploma in Mechanical, Automotive Engineering, Business
Administration or related fields. Certificate in Customer service or
management will be an added advantage
- 5 years of relevant experience out of which at least three years
must be in Customer Service/Relations management.
- Product and technical knowledge
- Customer Oriented
How to Apply
