Service Advisor

Role Summary
The Service Advisor works proactively to ensure the daily operation of the service reception and that the customer service needs and expectations are met, from customer inquiry through to completion of the invoice and follow up. This work contributes to an optimized utilisation of the workshop and long profitable relations with the customers.

Job Responsibilities
Customer Relationship Development / Prospecting
Develop and implement a customer contact plan to communicate product launches and engage the potential customers in relevant sales campaigns to build new relationships. Act as first point of contact for customer queries and complaints and resolve them, referring complex issues to others and ensuring that the customer receives an appropriate response.

Work Scheduling and Allocation
Assign short-term work schedules to a team of subordinates in order to achieve expectations while following established timelines.

Product/Service Information
Provide advanced product/service information and respond to complex customer questions about the product/service.

Customer Order Processing
Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.

Resolving Customer Issues
Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.

Administration
Produce, update, and provide best practice support on complex Microsoft documents, databases, and other departmental systems, advising colleagues as needed and using expertise to help improve processes.

Customer Relationship Management (CRM) Data
Monitor team members' use of the CRM system, identifying and resolving standard issues and escalating them to a senior manager as appropriate.

Customer Needs Clarification
Set clear objectives for each sales call or meeting; use standard materials to make a presentation to the customer; and ask relevant questions to evaluate the customer's level of interest and to identify and respond to areas requiring further information or explanation.

Renewals
Help drive customer renewals through exceptional service, supporting the sales teams as required.

Operational Compliance
Identify, within the team, instances of noncompliance with the organization's policies and procedures and/or relevant regulatory codes and codes of conduct, reporting these instances and escalating issues as appropriate.

Personal Capability Building
Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfill personal potential. Maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.