Job Purpose:

To act as the liaison between customers and the workshop team, ensuring a smooth and professional aftersales service experience. The Service Advisor is responsible for booking in vehicles, providing accurate repair estimates, communicating service updates, and ensuring customer satisfaction from check-in to collection.

Key Responsibilities:

• Customer Service & Communication:

  • Greet customers in a professional and friendly manner.

  • Discuss vehicle issues and service needs clearly with customers.

  • Maintain strong communication throughout the service process.

• Booking & Administration:

  • Schedule service appointments and create job cards.

  • Ensure correct and detailed capture of customer and vehicle information.

  • Allocate work to technicians based on skill and availability.

• Workshop Liaison:

  • Coordinate between technicians and customers for updates or approvals.

  • Track the progress of each vehicle and communicate updates.

  • Ensure parts availability in coordination with the parts department.

• Costing & Invoicing:

  • Prepare accurate quotations for services and repairs.

  • Advise customers on recommended maintenance or repairs.

  • Finalize invoices, explain costs to customers, and process payments.

• Customer Satisfaction:

  • Conduct follow-up calls post-service to ensure satisfaction.

  • Handle complaints and escalate when necessary.

  • Assist in achieving service department CSI (Customer Satisfaction Index) targets.

Required Skills & Competencies:

• Strong interpersonal and communication skills

• Excellent customer service orientation

• Ability to multitask in a fast-paced environment

• Good understanding of vehicle mechanics (advantageous)

• Attention to detail and organizational skills

• Basic technical knowledge of automotive systems

• Conflict resolution and problem-solving abilities

Minimum Requirements:

• Education: Grade 12 (Matric)

• Experience: 2–5 years in a Service Advisor or similar role

• Computer Skills: MS Office, Kerridge/Keyloop, Autoline, CMS, Evolve or similar systems

• Driver’s License: Code 8/B (valid and unendorsed)

Preferred Qualifications:

• Post-secondary training or certification in motor industry-related fields

• Knowledge of vehicle warranties and service plans

• OEM (Original Equipment Manufacturer) dealership experience