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Service Advisor
MISSION OF THE POSITION

Handles the administrative and customer relations aspects of the Audi After Sales Service department and interprets customer concerns and comments.

ESSENTIAL FUNCTIONS

•          Greets customers, schedules service appointments and receives vehicle information.

•          Listens to requests of the service desired and clearly explains information on the repair order.

•          Estimates the cost and time needed to do the repair, taking into account the customer’s schedule as well prepares a list of operations needed that customers refused to repair, and let them sign it.

•          Handles customer complaints and maintains high customer satisfaction standards.

•          Periodically checks on the progress of the vehicle during servicing and contacts the customer when technicians discover additional problems; gets customer approval to do additional work and explains the work performed and the charges being billed.

•          Ensures high quality of work by carrying out final verification of completion.

•          Verifies invoices for correctness and explanation of individual items to the customer upon vehicle handover.

•          Accompanies customer at vehicle hand over and ensures that service book is stamped for next visit.

•          Ensures recording of accurate customer data, vehicle data, diagnostic and repeat repairs, and recall campaigns.

•          Handles all repetitive claims in coordination with Workshop Manager & Technical Manager and reports customer feedback to C&Q Department.

•          Complies with Audi AG guidelines in terms of SCP and Dealer standards.

•          Complies with company’ policies, procedures, and other related documentations



REQUIREMENTS OF THE POSITION

.          Knowledge: BT or TS degree with a basic mechanical background

II.         Experience: 2 years of experience in a dealership position and general knowledge of vehicle mechanical operations

III.       Competencies:

Technical :   

-           Very Good command of English and Arabic

-           Excellent use of Software and good use of MS office

 

Managerial :

-           Client Service Orientation

-           People management, Influencing and Team building ability

 

Leadership:  

-           Decision making,  and strategic alignment ability

 

Behavioral:  

-           Strong communication and interpersonal skills

-           Adaptability and decisiveness

Work environment:

a.         Environmental conditions:  N/A

b.         Physical requirements and conditions: N/A

 

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