Service Advisor After Sales

About CEER
CEER is seeking a Service Advisor, After Sales, to join their team. This is a full-time position requiring 2-5 years of relevant experience. The role is central to ensuring an exceptional customer experience within the Service Centre.
Role Purpose
The Service Advisor serves as the primary point of contact between customers and the Service Centre. This role is responsible for coordinating vehicle service and repair activities efficiently, aiming to achieve high customer satisfaction and retention. The advisor also works to maximize service and parts sales opportunities while ensuring adherence to company policies, quality standards, and operational procedures.
Key Responsibilities

Serve as the main point of contact for customers throughout the service process, ensuring a professional customer experience.
Receive customers, understand vehicle concerns, conduct vehicle inspections, and document vehicle conditions, accessories, and customer requirements.
Prepare accurate repair orders, service recommendations, and cost estimates based on inspection findings and customer needs.
Coordinate with technicians and workshop management for proper diagnosis, repair planning, and timely completion of work.
Explain recommended repairs, estimated costs, and delivery commitments to customers, obtaining necessary approvals before work commences.
Monitor repair progress and provide customers with regular status updates.
Obtain customer authorization for any additional repairs, parts, or services identified during inspection or repair.
Promote maintenance packages, service products, genuine parts, and accessories to meet customer requirements and business objectives.
Ensure all repairs comply with manufacturer guidelines, warranty requirements, quality standards, and company procedures.
Verify completed repairs and ensure accurate documentation before vehicle delivery.
Explain completed repairs, charges, and future maintenance recommendations during vehicle handover.
Coordinate with the Parts Department to ensure parts availability and support timely repair completion and vehicle delivery.
Manage customer complaints, concerns, and post-service follow-up activities for prompt resolution and satisfaction.
Maintain accurate customer, vehicle, repair, and warranty records within the Dealer Management System (DMS).
Monitor repair quality, first-time fixed performance, productivity, and adherence to promised delivery timelines.
Support customer retention initiatives, continuous improvement activities, and service department objectives.
Ensure compliance with health, safety, housekeeping, and operational standards within the Service Centre.

Experience and Qualifications

2-5 years of experience in a relevant field.

Work Type
This is a full-time position.