Service Advisor - Uhuru Highway

The Service Advisor is directly responsible for the provision of excellent customer service through effective identification of customer needs, communication of these needs to the workshop team, and providing regular updates to the customer on work in progress. This role acts as a bridge between the client and the technical workshop to ensure high standards of service delivery and customer satisfaction.

Main Responsibilities

• Documentation & Instruction: Prepare accurate and timely job cards for customer vehicles to be used by technicians as detailed job instructions.
• Vehicle Inspection: Receive and inspect customer vehicles in the company of the customer to confirm and document the general condition of the vehicles.
• Cost Estimation & Upselling: Prepare clear cost estimates for customers to ensure they are accurately informed of service/repair costs in a timely manner, while identifying opportunities to upsell services.
• Workshop Coordination: Open system job card orders and monitor their closing to ensure time recorded is accurate for job costing purposes.
• Billing & Explanation: Prepare invoices with detailed explanations of the work performed to facilitate payment and explain invoices, job cards, and defect reports to clients for informed decision-making.
• Customer Relations: Resolve customer complaints in a timely manner to ensure high satisfaction and retention; follow up on work in progress to provide regular status updates.
• Warranty Management: Appraise warranty claims raised by clients, advise them appropriately, and facilitate the implementation of the warranty process.
• Reporting: Prepare weekly cash sale and work-in-progress (WIP) reports in line with company requirements.

Requirements

• Academic Qualification: Bachelor’s degree or Diploma in Mechanical Engineering, Automotive Engineering, or Business Administration.
• Professional Certification: A certificate in Customer Service or Management is considered an added advantage.
• Experience: At least 5 years of relevant experience, with a minimum of 3 years specifically in Customer Service or relations management.
• Technical Knowledge: Strong product and technical knowledge of automotive systems.
• Personal Attributes: Highly customer-oriented with excellent communication and organizational skills.

How to Apply

Interested and qualified candidates should apply online by visiting the CFAO Mobility application portal. Use the link provided below to access the application page:

Apply via CFAO Mobility Portal