Service Advisor

No of Vacancies : 1
- Qualification:

- Graduate / Diploma in engineering / ITI.
- Any Graduate
- Class XI / XII with professional training on automobile any course
- Location : Cochin

Total Experience: Minimum 2 years of customer facing work experience preferably from automobile industry. Shop floor experience as Quality Controller or CRM. Preferred Competencies: Automobile passionate Customer centric. Good listener, good in probing. Capture customer verbatim on job card. Good communication skill, read, write & speak English and local language. Knowledge of automobiles, computer literate and usage proficiency. Proactive, friendly with data, can drive 4 wheeler. Age Limit: 20-30 Functional Competencies Behavioral Competencies Job Description A) Scheduling and arranging appointment Check and analyze the scheduling order sheet to clearly understand customer concerns, the jobs required, cost & time estimate the previous day of schedule. In case of walk in clearly define the customer concerns and identify the jobs required for repair of the vehicle. Check on the customer for any mobility requirements and organize the same in coordination with the CRE B) Reception and Job Order creation C) Repairs and execution of other work Clearly explain and hand over the repair order to the responsible persons in the workshop. Keep track of the repair progress to ensure adherence to the promised delivery timelines & Obtain authority for additional work from the customer and document additional estimates as and when required (While obtaining authority make note of date, time, and person's name on the job card. (With who/when/what) D) Preparation for vehicle return Carry out final check, if the job order has been completed in full. Verify all entries in the job card (workshop copy) Coordinate with the Customer relations team to notify the customer in case of any unexpected delays in repair and vehicle delivery Ensure customer vehicle is ready at the reception area cleaned (well valeted) and with all the protective seat covers and mats removed. E) Vehicle return and billing Verity the customer's identity and entitlement to collect the vehicle based on the duplicate copy of the order. Explain the work done to the customer, invoice charges including warranty repairs, and any other repair work carried on the vehicle. Generate Performa invoice, discuss with customer & generate the invoice, taking account of warranty and other goodwill provisions. Clearly explain all elements and hand out the invoice (created on RDMS) to the customer. After payment of the invoice, personally handover the vehicle to the customer. Advise the customer of the jobs which will require his/her attention in near future. F) Customer Satisfaction and Complaint Management Take ownership of all customer complaints and drive resolution in coordination with responsible team. Ensure a best in class customer experience based on the service visit of the customer. Build relationship with key vendors and local players G) Measures (Reports) Service labor and parts Sales Maintaining RD Standards Customer Service Satisfaction results(CSS) Post Service Feedback survey results(PSF) Customer complaints% Repeat Repair % Job card/Invoice internal audit results >=90% Additional Responsibility Coordinate and identify vehicles for delivery and Open delivery inspection job card and ensure capacity and technician availability for the same. Confirm completion of inspection to the Delivery /Sales team Execute pre-owned car checklist and execute the process after purchase of a new car Identity the repairs and estimate for the job, communicate to the Sales Head and Service Manager Receive written confirmation and execute the repair. Customer Satisfaction and Complaint Management Ensure compliance with all directives, rules and regulations imposed by the law, government agencies.