Job Summary:
The Service Advisor is the primary point of contact between the customers and the service department at Toyota Dipolog. The role involves ensuring a smooth customer experience by effectively coordinating vehicle service needs, providing accurate repair estimates, and communicating with technicians and customers. The Service Advisor is key in delivering excellent customer satisfaction by addressing client concerns, maintaining service quality, and ensuring timely vehicle servicing and repairs completion.
Key Responsibilities:
- Greet customers in a friendly and professional manner.
- Listen to and understand customer’s vehicle service concerns and requirements.
- Explain repair processes and provide detailed repair estimates to customers.
- Maintain open communication with customers throughout the service process, updating them on progress and any additional needs.
- Schedule service appointments and manage the service calendar to ensure efficiency.
- Coordinate with technicians and service staff to ensure timely vehicle repairs and maintenance completion.
- Review service reports and relay findings to customers, providing detailed explanations of necessary repairs and their urgency.
- Prepare and finalize service documentation, including repair orders and invoices.
- Ensure a customer-centric approach by addressing customer queries and resolving complaints promptly and professionally.
- Follow up with customers after service to ensure satisfaction and gather feedback for continuous improvement.
- Promote additional services or maintenance plans to enhance the customer’s experience and vehicle performance.
- Identify opportunities to upsell services, parts, or accessories based on the customer’s needs and vehicle condition.
- Educate customers on the importance of preventive maintenance and manufacturer-recommended services.
- Maintain accurate service records and documentation for all customers.
- Utilize computer systems to log and track service appointments, customer profiles, and vehicle histories.
- Generate and analyze service performance reports to identify areas of improvement.
- Provide basic technical advice and guidance to customers regarding their vehicle concerns.
- Collaborate with technicians to ensure the accuracy of vehicle diagnostics and repairs.
QUALIFICATIONS:
- Holder of any college degree.
- Excellent time management skills to handle multiple tasks and meet deadlines.
- Must be customer-centric, with a strong focus on customer satisfaction and relationship-building.
- Excellent communicator, capable of clearly conveying technical information to customers in a simplified manner.
- Computer literate, and proficient in using office software and service management systems.
- A background in automotive repair is an advantage but not required.
Note: This is a general description. Specific responsibilities and qualifications may vary depending on the specific role and level within Toyota Dipolog City.
