Service Adviser

Job Location
Basra
Job Field
Aftersales
Job ID
15-03-016
Employment Type
Full Time
Closing Date

We are looking for an experienced Service Advisor in Basra to plan and coordinate service activity in order to meet customer requirements and to maximize the utilization and profitability of the service department. The service advisor will be reporting to the Service Manager.

Key Responsibilities

Builds rapport and qualifies the customer’s requirements

  1. Demonstrates the Customer First Behaviors in all interactions with customers and colleagues
  2. Strives to deliver outstanding customer service
  3. Provides a warm welcome to customers and asks questions to build rapport and understand the customer’s requirements, especially in distress situations (e.g. following an accident)
  4. Ensures customers are aware of all available products and services
  5. Applies understanding of the customer’s needs to guide them towards the product or service that will best meet their needs

Agrees details of the work to be carried out

  1. Liaises with the Workshop Controller to obtain estimates and schedule work
  2. Books vehicles in to the workshop, taking into account workshop utilization targets, job complexity and availability of parts and materials
  3. Agrees vehicle delivery/collection or courtesy car arrangements and completes all required checks before handing over the loan car to the customer
  4. Seeks and acts on opportunities to sell additional products, services and repair work

Adheres to GWM & inscape company procedures for repairs and services

  1. Provides estimates according to company policy
  2. Initiates and maintains accurate job and customer records and follow up systems
  3. Keeps records of warranty work in accordance with manufacturer and Dealership requirements
  4. Verifies payment method in advance of work starting
  5. Ensures all work is carried out and charged for
  6. Accurately maintains document control systems
  7. Accurately maintains cash/credit accounting to ensure the security of all payments 
  8. Inputs information into the workshop loading system

Updates the customer on progress and checks customer satisfaction on completion

  1. Communicates regularly with customers to update on workshop progress, agreeing on any additional spend and managing expectations regarding costs and timings
  2. Liaises between the customer and the workshop (e.g., to seek authority to complete additional work)
  3. Fully explains invoices to the customer on completion of the work and checks understanding
  4. Checks courtesy cars on return

Works as a full member of the Dealership team

  1. Supports the Service Manager and team to meet objectives
  2. Works with colleagues across the Dealership to deliver improvements and provide a seamless service to customers
  3. Works with colleagues across the Dealership to investigate and resolve customer complaints
  4. Understands and follows relevant aspects of operating guidelines
  5. Ensures sales opportunities are followed up by the most appropriate colleague
  6. Maintains a professional manner and high standards of personal presentation at all times
  7. Uses feedback to improve own skills and performance
  8. Adheres to legal, environmental and health, and safety requirements while ensuring the safety and security of people, vehicles and property at all times, reporting any known faults or hazards
  9. Ensures own work area, vehicles and clothing are kept clean, tidy, and in a safe condition in order to uphold Company and dealer standards 

Requirements

  1. Minimum 3 years’ experience in a similar role
  2. Dealer experience preferred
  3. Automobile / Mechanical – Degree / Certificate
  4. Computer Literate (Word/Excel/Power point)
  5. Strong Communication Skills
  6. Listening / Cost control / Planning / negotiating and selling Skills
  7. Willing to grow within the company with a long-term relationship.
  8. English Speaking/reading and writing is a must
  9. Able to understand Manufacturers Communications and interpret with staff.
  10. Candidates who have applied for Govt. Jobs, on Govt. waiting list or with intentions to immigrate list need not apply.
  11. Able to Use DMS– Dealer Management systems

 

If you are interested to join our family, please send your CV to: jobs@haval.iq with the Subject of Service Advisor-BAS-15-03-016