Service advisor
Ali and sons (Porsche)
Total years of experience :11 years, 9 Months
• Acting reception manager
• Ensure that the duties are carried out in accordance with the relevant Service procedures and in
in a timely manner.
• Continuously strive to delight customers and work towards achieving the highest degree of
customer satisfaction and are “Completely Satisfied”
• Proactively seek and secure repeat business, referral and other available methods.
• Ensure that records with customer information to ensure that the CRM database is fully and
accurately maintained.
• Respond promptly to all Service customer enquiries, communications and requests.
• Respond to emails and web lead within the prescribed timelines
• Deal satisfactorily with all customer queries within one working day of any query being raised,
referring it to Service Management as necessary.
• Ensure that all paperwork and other communications to customers are clearly explained.
• Authority to instruct administration staff in the processing of documentation and paperwork, in
accordance with the policies and procedures.
• Authority to instruct and supervise staff and customers in situations of emergency or danger.
• Ensure that operational information is communicated clearly to all other appropriate
departmental staff in accordance with the relevant procedure.
• Keep updated on competitors’ products and keep updated on public perceptions of the industry,
the dealership and its products.
• Greeting customers, listening to requests, scheduling appointments, estimating costs, verifying
insurance, conducting inspections, and test driving cars (if needed).
• Determine The customers vehicles issues and problems, determining the repair timeline and cost,
and working with workshop to convey the customers' concerns with accurate repair descriptions.
• Answering questions about service outcomes and scheduling and booking appointments, vehicle
drop-off, and vehicle pick-up.
• Providing customers with information and advice on warranty protections, potential cost savings.
• Writing service orders and descriptions of problems and repairs and Translating customers’ repair
problems into standard repair terminology
• Handling customer complaints
• Calling customers to advise them about additional repairs or car pick-up times
• Maintaining positive customer relationships to ensure repeat business.
• Ensuring all details on services rendered and costs are related to customers and processing their
payments.
• Supervise the servicing and/or repair of customer’s vehicles within the trade discipline(s) assigned. • Report on performance of assigned team, individuals, facilities, equipment, tools and systems to Workshop Supervisor “Write weekly figures and reports” • Report, record and return any incorrect or defective parts to Parts Group’s Stores and external suppliers (nonconforming product - disposition of) • Advise Service Garage Manager of Warranty Work encountered, advise Job Controller and Receptionist of additional work encountered • Follow the warranty instruction supplied by warranty manager. • Inspect work returned from Quality Controller, investigate causes and consult with worker to ensure curative actions, carry out on the job or specialist training, check equipment, tools or processes as necessary (corrective and preventive action) and record actions taken on Job Card • Advise customers about necessary service for routine maintenance. Help identify problems by questioning the customer or doing a visual inspection or road test. • Take special, even priority, care of a customer with returned work or who has a complaint on the service rendered and that the same is properly recorded in the Customer Contact system and advised to the Reception Supervisor (corrective and preventive action). • Perform quality check inspection (If needed)
• Designing maintenance strategies, procedures and methods.
• Carrying out routine schedule maintenance work and responding to vehicle faults.
• Diagnosing breakdown problems
• Carrying out quality inspections on jobs.
• Controlling maintenance tools, stores and equipment.
• Monitoring and controlling maintenance cost
Mechanical power engineering