Service Advisor
Heliopolis, Cairoposted 2 years ago40Applicants for1 open position
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Job Details
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Job Description
- Meet and greet the customer.
- Service consultation at the vehicle in the presence of the customer.
- Upselling for additional repair required and provide service estimate.
- Perform test drive with the customer if needed to verify the NVH complaints and filling the NVH report to support the workshop diagnosis.
- Confirm the services, pricing, and promise time/date with the customer for the work to ensure customer’s approval for all required work to be carried out.
- Offer /Arrange customer mobility while receiving the car for service to ensure customer satisfaction.
- Prepare complete and detailed job orders according to BMW standards with accurate updated customer data, FRU and working time specifications, costs, detailed description of problems (customer’s own words), customer signature, splits for warranty, goodwill, and insurance, etc..
- Obtain the customer signature on the job card and attached documents.
- Obtain customer’s approval for additional work and inform the workshop controller /concerned team leader.
- Updating the customer every 48 hrs. and register the update on the Autoline.
- Keep updated of the workshop capacity and coordinate with WS controller to provide accurate promise time/date.
- Estimate costs and time for work to be carried out and maintain customer contact to ensure smooth delivery of vehicle.
- Calculate the amount of damage (damage resulting from the accident) to permit authorization by the insurer to proceed with repairs.
- Check parts availability to start repairs to ensure finalizing the repair in the agreed time with the customer.
- Order unavailable spare parts as required so approved repairs can occur without delay.
- Offer vehicle accessories & tires to customer while providing service consultation to increase the accessories profitability.
- Educate the customer about the VOC survey to maximize the NPS response rate.
- Offer a courtesy to the customer and if his case is eligible and get the approval of the Service Manager.
- Verify any open TC and loading it.
- Review and approve the service invoice and compare it to the work done before communicating it with the customer.
- Agree on payment terms with the customer on the basis of the principles established by the company’s management.
- Explain very well the invoice to the customer.
- Deliver the vehicle to the customer.
- Handle warranty documentation and recall campaigns as per the policy.
- Follow up closely with the customer since receiving his car till delivering it back to the customer and assure that the customer is timely updated with the latest status.
- Follow up call with the customer within 48 hrs. from the delivery to assure customer satisfaction and successful repair
Job Requirements
- Bachelor degree of Engineering department.
- 2-5 Years of Experience
- Presentable.
- Customer oriented.
- Excellent communication skills.
- Organized.
- Relationship building.
- Problem solving.
- Excellent command of English.
- Brand Passion.
- Commitment
- Motivated
- Flexibility
- Willingness to Learn
- Team Orientation.
