Auto Service Advisor Job at Janchine Nigeria Limited

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Job Title: Auto Service Advisor

Location: Lagos, Nigeria

Employer: Janchine Nigeria Limited

MAIN PURPOSE OF JOB:

1.   Interpret customer concerns for the service department, so that vehicular problems can diagnose and repair work carried out correctly

2.   Translates the actual repair problem, repair process, status of vehicles, which may be very complicated, into language the customer can understand

3.   Generates profit by selling service, repairs and parts and other offerings of the business

INTERACTION AND REPORTING:

Directly Responsible To: Reception Supervisor

Relationships With: Customers, Workshop Supervisor, Job Controller, Service Manager, Parts Advisors, Parts Manger, Customer Service Officer, Café Attendant, Reception Cleaners.

OBJECTIVES AND KEY TASKS:

•   Greets customers, schedules service appointments, receives vehicle information and handle administrative aspects of customer service

•   Listens to requests of the service desired and explains the repair or service order to customers. Translating customers' repair problems into standard repair terminology, explaining repairs to customers

•   Ascertains automotive problems and services by listening to customer's description of symptoms; clarifying description of problems; conducting inspections; checking vehicle maintenance records; examining service schedules.

•   Handles customer complaints, precise recording of customers concerns and comments and ensures high customer satisfaction standards

•   Prepares repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtaining approval signatures; entering RO into service database system

•   Maintains customer rapport by explaining estimates and expected return of vehicle; obtaining customer's approval of estimates; obtaining and providing contact telephone numbers; answering questions and concerns.

•   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

•   Verifies warranty and service contract coverage by examining records and papers; explaining provisions and exclusions. Promotes service facilities to encourage repeat business

•   Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

OTHER DUTIES:

Any other duties as and when required by the Dealer Principal/ Manager that are reasonably within the capabilities of the person and are aimed at achieving the company's objectives and goals.

QUALIFICATIONS, TRAINING AND EXPERIENCE:

•   5 years demonstrated experience in a multi-brand auto service centre as service advisor or related position.

•   Active listening and ability to convey information clearly in words and writing.

•   Problem solving, reporting research results, quality focus, productivity, estimating, product knowledge, customer service, problem solving, safety management

•   Degree level education or equivalent

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