Service Advisor, Knysna at Mirna Butler Recruitment

Job Description

• Our client, a reputable automotive dealership in Knysna, is seeking a professional and customer-focused Service Advisor to join their dynamic team. This is an exciting opportunity for an individual with excellent communication, administrative, and customer service skills who thrives in a fast-paced dealership environment.
• The successful candidate will act as the primary liaison between customers and the workshop, ensuring a seamless service experience from vehicle booking through to collection. If you have a passion for the automotive industry, a strong commitment to customer satisfaction, and the ability to effectively coordinate service and repair processes, we would like to hear from you.

Minimum requirements

• Matric
• Relevant qualification in Customer Service, Business Administration, Sales, or Automotive Studies (advantageous)
• Minimum of 3 years' experience in a Service Advisor or similar role
• Previous Service Advisor experience within a franchised dealership environment
• Knowledge of automotive service, maintenance, and warranty processes will be advantageous
• Computer literacy and experience with Dealer Management Systems (DMS) and Microsoft Office
• Experience working with manufacturer standards and warranty processes
• Fluent in Afrikaans and English
• Valid drivers' license and own vehicle
• Ability to work under pressure and manage multiple tasks simultaneously
• Ability to work in a fast-paced environment
• Ability to manage customer queries and workshop coordination effectively

Skills required

• Excellent customer service and communication skills
• Strong administrative and organisational abilities
• Computer literacy and DMS proficiency
• Good knowledge of automotive service processes
• Problem-solving and conflict-resolution skills
• Ability to multitask and work under pressure
• Attention to detail and accuracy
• Sales and relationship-building skills
• Professional, customer-focused attitude
• Strong teamwork and time management skills

Duties and responsibilities

• Serve as the primary point of contact between customers and the workshop
• Greet customers professionally and accurately assess their service and repair requirements
• Schedule service appointments and manage the daily workshop booking calendar
• Open, update, and close job cards in accordance with dealership and manufacturer standards
• Prepare and explain service estimates, quotations, and invoices to customers
• Liaise with Technicians to obtain accurate diagnostic information and repair updates
• Keep customers informed throughout the service and repair process
• Obtain customer approval for additional work identified during vehicle inspections
• Coordinate the timely completion and delivery of customer vehicles
• Ensure all repairs and services are completed according to manufacturer specifications and dealership procedures
• Process warranty claims and related documentation in accordance with manufacturer requirements
• Follow up with customers after service completion to ensure satisfaction and address any concerns
• Manage customer queries, complaints, and concerns professionally and efficiently
• Promote and recommend additional services, maintenance, and repair work where appropriate
• Maintain accurate customer, vehicle, and service records within the Dealer Management System (DMS)
• Collaborate with the workshop, parts department, and management team to ensure efficient workflow
• Monitor work-in-progress and ensure jobs are completed within agreed timelines
• Ensure compliance with dealership policies, manufacturer standards, and customer service expectations
• Contribute to achieving departmental productivity, revenue, and customer satisfaction targets
• Maintain a professional image and deliver exceptional customer service at all times