Service Advisor

About the role

The Service Advisor ensures smooth daily operations at the service reception, acting as the primary point of contact for customers from inquiry through invoicing and follow‑up. By proactively managing customer expectations and workshop utilisation, the role supports long‑term profitable relationships.

Key responsibilities

• Develop and execute a customer contact plan to promote product launches and drive new relationships.
• Serve as first point of contact for queries and complaints, resolving issues or escalating complex cases.
• Assign short‑term work schedules to team members, meeting timelines and workshop capacity targets.
• Provide advanced product and service information, answering complex customer questions.
• Record and process custom orders, coordinating with relevant teams for delivery.
• Handle escalated customer issues, obtaining managerial approvals when required.
• Maintain and improve departmental documents, databases and CRM systems.
• Monitor team usage of the CRM, resolve standard issues and escalate as needed.
• Support customer renewals and ensure compliance with organisational policies and regulations.
• Participate in personal capability building through training, accreditation and industry research.

Required profile

• Short‑cycle tertiary education or equivalent.
• Strong customer‑focused mindset with ability to manage multiple priorities.
• Excellent communication and problem‑solving skills.
• Willingness to develop professional qualifications and stay updated on industry best practices.

Required skills

• Proficiency with Microsoft Office applications.
• Experience using CRM software for customer relationship management.