Services Advisor - Jeddah

Objectives 

• Ensure customer awareness of all products and services available. 
• Sell additional products, services and repair work as appropriate to customer needs and in accordance with  individual and/or team targets. 
• Understand features and benefits of products and services and promote these accordingly. • Undertake prospecting to generate additional business. 
• Accurately maintain departmental systems including (but not limited to) customer records, job documentation,  alternative transport and customer follow-up systems. 
• Carry out relevant preparation for the customer’s visit (eg. pre-calls; print job cards; field campaigns, DISS  reports, TPI’s (Technical Product Information) etc.) in line with service core process, updating documentation  accordingly. 
• Offer extra services to every customer, including a vehicle health check (VHC), bringing their attention to any  relevant current service offers, linking to relevant benefits such as safety. 
• Visually inspect customer vehicles and loan cars, documenting any damage where relevant. • Provide customer estimates calculating accurate charges for all parts, labour and service repairs. • Promptly prepare and explain invoices following completion of work, ensuring charges/details are accurate. • Verify and obtain copies of documentation where relevant, such as customer’s driving licence or insurance  documents when issuing loan cars. 
• Gain prior authorisation from the customer for completion of work, including signatures as required. • Receive and process payments promptly and in accordance with company procedures. • Document all warranty work as per the manufacturer’s requirements and company policy. • Meet all deadlines as set by your line manager, the company or the manufacturer. 

Objective: Maximize service profitability through the use of professional sales techniques 

• Sell additional products, services and repair works in a professional manner 

Objective: Maximize customer awareness of all available Retailer services 

• Ensure customer awareness of all products and services available 
• Approach all customers and assist with requests, including requests regarding parts, vehicle sales and repair • Maintain effective liaison with sales, parts and workshop teams 
• Ensure the tidiness of the reception desk to promote the professional image of the retail facility and that all  displays / promotions, prices, materials etc are current and in first class condition 

Objective: Ensure highest level of customer care and satisfaction at all times 

• Maintain a presence at the service reception desk, ensuring that all customer queries (whether in person or on  the telephone) are answered or dealt with immediately 
• Answer customer’s questions regarding technical problems in a manner that is easily understood and does not  use excessive jargon, or find the appropriate member of staff to do so 
• Notify customers promptly of completion of work 
• Ensure account customers have sufficient credit to enable all work advised to be carried out as agreed • Handle dissatisfied customers calmly and all customer complaints to be brought to the attention of the Service  Manager  
• Maintain high levels of customer satisfaction whilst maximising profits. 
• Ensure that all customers are received promptly, courteously and professionally at all times. • Conduct a thorough qualification to understand customer needs and requirements. 
• Communicate clearly, courteously and promptly via appropriate media. 
• Provide clear, tactful advice and explanations to customers, checking their understanding. • Ensure that all customer requests and queries are acknowledged and dealt with or forwarded to an appropriate  person promptly. 
• Keep customers informed in relation to the progress of repairs, services or any general queries. • Manage the handover of the vehicle to the customer, providing them with a clear explanation of the works  carried out on the vehicle ensuring that they have a full understanding, using non-technical language where  appropriate. 
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Key Competencies 

Customer Focus 

• Approach every situation with a desire to understand and deliver 
• Listen effectively and communicate clearly 
• Use every contact with the customer to build a relationship 
• Take responsibility to ensure nothing is left to chance 

Operational Focus 

• Responding to customer requests 
• Booking in vehicles for service / repair 
• Checking in vehicles 
• Track vehicle through the workshop 
• Handover the vehicle 
• Achieve incremental sales 
• Use technology effectively  
• Manage your own performance 
• Contribute to effective working 
• Deal with customer complaints 
• Contribute to improved service processes  

Business Focus 

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