Service Advisor - Automotive (UAE National) AW Rostamani Holdings Co LLC

Job Purpose

The Service Advisor is responsible for supporting customers with their vehicle service requirements by providing accurate information, managing service schedules, and ensuring a seamless customer journey from vehicle drop-off to collection. The role acts as a key link between customers and the service department to ensure high levels of customer satisfaction and operational efficiency.

Key Responsibilities

• Adhere to NSSW standards across all customer touchpoints.

• Manage and attend to high-profile and major fleet customers.

• Greet customers promptly and professionally, identifying and understanding their service needs.

• Conduct a proper vehicle check-in and accurately record customer requirements.

• Maintain and update the customer database.

• Reconfirm job requirements, repair details, costs, and delivery timelines, and obtain customer approval.

• Arrange joint test drives with customers when required.

• Prepare clear, accurate, and legible job cards and service advice.

• Monitor and follow up on job progress to ensure timely completion.

• Inform customers of additional repairs or delays and obtain necessary approvals.

• Explain warranty coverage and service contract benefits to customers.

• Promote service contracts and additional service products (upselling).

• Ensure job cards are closed accurately and within the required timelines.

• Confirm vehicles are cleaned and ready for delivery as per the promised date and time.

• Proactively notify customers in advance of any service delays.

• Handover vehicles by explaining work completed, costs incurred, and ensuring payment is collected.

• Achieve assigned financial and non-financial targets (labour sales, CSI, RO numbers, service campaign targets, etc.).

• Build and maintain long-term customer relationships to improve retention.

• Handle customer complaints with priority and escalate issues to management when required.

• Respond to customer queries promptly and professionally.

• Ensure all pending job cards are closed within the stipulated timeframes.