Service Advisor - Isando

Purpose of the Job

The Business Analyst supports the Commercial Manager by producing accurate, profitable, and competitive customer quotes and delivering insightful KPI and performance reports. The role plays a key part in revenue growth, revenue protection, customer retention, and operational decision-making through data analysis and commercial insight.

Key Responsibilities:

Customer Service & Relationship Management

• Schedule and manage customer appointments effectively.
• Accurately capture and confirm all customer and vehicle information.
• Record the customer’s concerns in detail to ensure all issues are clearly understood.
• Clearly communicate required work, associated costs, estimated timeframes, and payment terms.
• Liaise with customers regarding the availability of additional parts and any potential delays.
• Conduct follow-up calls where necessary to ensure customer satisfaction with services rendered.
• Ensure vehicles are handed over to the customer in a professional manner, either in person or by a responsible service advisor.

Job Order Preparation & Execution

• Prepare accurate job orders, ensuring proper documentation and supporting forms are used.
• Confirm customer creditworthiness and liability before proceeding with work.
• Uphold a "First-Time-Right" approach in all service dealings.
• Monitor job progress and ensure maintenance or repair orders are on track.
• Collaborate with technicians to confirm the scope of work and provide any necessary documentation.
• Adjust vehicle collection times with the customer and workshop when needed.
• Conduct quality checks on warranty and goodwill claims as necessary.

Billing & Documentation

• Ensure all paperwork is accurate, up to date, and aligned with service performed.
• Confirm billing is completed immediately following the completion of repairs or maintenance.
• Guarantee that invoices are accurate and ready at the time of vehicle collection.
• Ensure proper documentation and final checks are in place prior to customer vehicle return.

Workshop & Resource Coordination

• Conduct routine checks and assist in optimising workshop resource planning and loading.
• Report productivity or quality issues immediately to relevant personnel.
• Monitor workshop activities to ensure service timelines and quality standards are upheld.

General Administration & Compliance

• Remain up to date with current industry developments and best practices.
• Maintain a high standard of daily planning to ensure operational efficiency.
• Manage and control service department-related expenses.
• Ensure adherence to company Standard Operating Procedures, including dress code, policies, and customer service standards.
• Maintain professional conduct in all interactions.

Ensure that workplace areas are kept clean and presentable at all times.

• Comply with all Health and Safety regulations and ensure a safe working environment.

Skills Required:

• Customer service and communication
• Administrative and organizational skills
• Time Management
• Technical Understanding
• Proficiency in Microsoft Suite
• Problem-solving and analytical thinking

Minimum Requirements:

• Grade 12
• 2+ years experience within a service advisor role
• Experience in the retail motor industry is an advantage

Work Location: In person