Automotive Service Advisor

Core Responsibilities

• **Customer Interaction**: Greet customers, understand vehicle issues, and explain service options.
• **Technical Assessment**: Collaborate with technicians to assess vehicle conditions and recommend services.
• **Repair Orders**: Prepare detailed service orders including diagnostics, repairs, and cost estimates.
• **Service Coordination**: Schedule appointments, monitor repair progress, and ensure timely delivery.
• **Customer Communication**: Provide updates, explain technical details in layman’s terms, and handle complaints.
• **Billing & Documentation**: Process payments, maintain service records, and ensure compliance.
• **Upselling**: Recommend additional services or products based on vehicle condition

1. **Customer Service Management**

• **Customer Satisfaction Score (CSAT)**
• **Response Time to Inquiries**
• **Customer Retention Rate**
• **Positive Review Count**

2. **Service Appointment Efficiency**

• **Appointment Turnaround Time**
• **No-show Rate**
• **Resource Utilization Rate**
• **Appointment Confirmation Rate**
• 3. **Technical Guidance**
• **Accuracy of Technical Advice**
• **Resolution Rate of Technical Queries**
• **Repeat Technical Questions Rate**
• 4. **Sales Performance**
• **Upsell Conversion Rate**
• **Cross-sell Revenue Contribution**
• **Customer Acceptance Rate of Additional Services**
• **Revenue from Upselling/Cross-selling**
• 5. **Operational Metrics**
• **Effective Labor Rate**: Revenue per billed hour
• **Hours Sold per Repair Order (RO)**: Efficiency of service delivery
• **Gross Profit Percentage**: Profitability of labor services
• **Fixed Coverage**: Ability of service operations to cover dealership overhead

Eligibility Criteria

• Minimum **4 years of experience** in a **multi-brand automotive service center**.

Language Requirements

• **English and Arabic** proficiency **preferred**

Job Type: Full-time

Application Question(s)

• What is your current salary? (without incentives)
• What are your salary expectations? (without incentives)
• Do you have a UAE driver's License?