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Port Elizabeth: Service Advisor posted by Profile Personnel

Port Elizabeth: Service Advisor posted by Profile Personnel

Posted on 2025-07-26 00:00:00

Job Summary

Main Purpose of the Job

  • Assist customers with service and maintenance needs.
  • Ensure customer satisfaction with vehicles and the dealership.
  • Act as a liaison between service/repair departments and customers.
  • Resolve all customer complaints effectively and professionally.

Qualifications

  • Grade 12 (Matric)
  • Code B Drivers License (Essential)
  • Computer Literacy (Essential)
  • Kerridge System Knowledge (Desirable)
  • Knowledge of vehicle legislation, consumer law, and trade practices (Essential)

Experience Required

  • Minimum of 3 years experience in the motor industry in an administrative or service advisor role.

Key Job Outputs

Book in Vehicles for Service or Repair

  • Review job cards in preparation for the day.
  • Greet and assist customers.
  • Book in vehicles using standard checking and recording procedures.
  • Check for active campaigns on the system.
  • Record and confirm visible damage with customer consent.
  • Prevent booking-related customer complaints.

Monitor Progress of Work

  • Track vehicle repair/service status throughout the day.
  • Proactively update customers on delays or additional work.
  • Upsell additional work as needed:
    • Request cost estimates.
    • Communicate with the customer.
    • Obtain approval for extra work.
    • Schedule follow-ups if necessary.
  • Ensure maintenance plan work is authorised properly.

Monitor Carry-Overs in the Workshop

  • Identify and monitor possible carry-overs.
  • Prevent delays by following up daily on:
    • Parts availability and orders.
    • Pending work tasks.
  • Proactively inform customers about carry-overs.
  • Order parts using the correct procedures and ensure authorisation.
  • Keep customers informed about progress.
  • Handle and resolve customer queries or complaints.

Vehicle Handover Post-Service/Repair

  • Deliver vehicles at the promised time and in satisfactory condition:
    • All work completed.
    • Vehicle clean.
  • Communicate any delays proactively.
  • Clearly explain the invoice to the customer.
  • Ensure payment agreements are authorised.
  • Process and follow up on payments.
  • Escort customers to their vehicles.
  • Do not release vehicles without full payment or approved arrangements.

Ensure Customer Satisfaction

  • Achieve or exceed CSI (Customer Satisfaction Index) targets.
  • Proactively address customer concerns.
  • Ensure 100% vehicle readiness at promised time.
  • Resolve complaints within policy guidelines.
  • Escalate unresolved complaints as necessary.

Complete Administration

  • Maintain a daily control sheet of serviced/repaired vehicles.
  • Provide accurate customer information.
  • Update internal systems with any changes.
  • Monitor and follow up on cash sales.
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Execute Agreed Projects

  • Agree on project plans, budgets, and timelines with the relevant manager.
  • Deliver projects on time and within budget.
  • Ensure sustainability of the completed initiatives.

Key Competencies Technical Competencies

  • Administration
  • Product knowledge
  • Computer literacy
  • Knowledge of industry standards and compliance
  • Sales ability
  • Customer needs analysis
  • Diagnostic and interpretation skills

Behavioural Competencies

  • Customer-focused and empathetic
  • Strong verbal and written communication
  • Assertive and tactful
  • Emotionally mature and trustworthy
  • Good interpersonal and conflict resolution skills
  • Adaptable and resilient under pressure
  • Good planning and time management
  • Problem-solving and decision-making skills
  • Active listening and negotiation
  • Ethical and professional in conduct

Click Go Apply to apply online!


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