Service Advisor; UAE National

Job Description

Job Purpose

The Service Advisor is responsible for assisting customers with their service requirements by providing accurate information on services, managing service schedules, and ensuring a seamless customer experience from vehicle drop-off to delivery. The role acts as a key liaison between customers and the service department, ensuring high levels of customer satisfaction and operational efficiency.

Adhere to NSSW standards across all customer touchpoints.

Attend to high-profile and major fleet customers.

Greet customers promptly, understand their service needs, and provide appropriate guidance.

Conduct a proper vehicle inventory and accurately record customer requirements.

Update and maintain customer data in the system.

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

Arrange test drives jointly with customers when required.

Ensure clear, accurate, and legible job advice and create job cards accordingly.

Monitor and follow up on job progress with the workshop team.

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

Brief customers on warranty coverage and service contract entitlements.

Promote service contracts and other service products (upselling).

Ensure job cards are closed within the stipulated timelines.

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

Proactively notify customers in advance in case of any delivery delays.

Explain completed jobs and charges clearly, ensure payment collection, and hand over the vehicle.

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

Build and maintain long‑term customer relationships to enhance retention.

Handle customer complaints on a priority basis and escalate to superiors when required.

Respond promptly to customer queries.

Ensure all pending job cards are closed within the defined time limits.

Degree or 3-year Diploma in Automobile or Mechanical Engineering.

Minimum 3 years of practical experience with automotive dealers in a similar role.

Strong customer handling and negotiation skills.

Sound knowledge of vehicle systems, repairs, and maintenance services (automotive industry preferred).

Excellent communication, customer service, and interpersonal skills.

Strong organisational and multitasking abilities.

Ability to manage time effectively in a fast‑paced environment.

Proficiency in Microsoft Office and service management software (preferred).