Job Summary:

As a certified service advisor you are the face of dealership and play a crucial role in defining customer service experience. You are responsible for generating revenue for dealership by offering right services as per the requirement and ensure the customer satisfaction by fulfillment of their requirements. You act as best consultant for customers’ service needs. Your key responsibilities are-

1. You study service history of the appointed customer and prepare yourself to attend the customer one day prior.

2. You interact with customers during reception and perform active reception as per the check sheet, record customers’ verbatim and perform preliminary diagnosis in case of specific problem mentioned by customer.

3. You advise customers for suitable service product and required jobs to be done as per the customers’ need.

4. You share the cost and time estimate with customers against the requirements given by customers and take approval against the same.

5. You translate the customer requirement in technical instructions with quick test and environment data collected during reception with the help of a Quality Inspector.

6. You exhibit maximum transparency through video call with customer to show parts to be replaced and vehicle status in workshop.

7. You keep on updating the vehicle status to customers during service.

8. You follow up with the workshop for completion of job as per promised time.

9. You confirm the readiness of car after visual inspection and inform customer about delivery time.

10. You perform handover process by clear explanation of invoice to customers and ensure the satisfaction through instant feedback.

11. You call customers after 3 days of vehicle delivery to know the post service feedback.

12. You have thorough knowledge of systems like eDealer, Digital Service Drive and Xentry Portal.

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Skills

Social and interpersonal competence

• You are extremely loyal to company and brand. As a result you come across as trustworthy and responsible.

• You show a lot of initiative. You are persuasive and are able to make decisions on your own.

1/7

• You professionally implement all Mercedes-Benz specifications on customer oriented conduct.

• You are willing to make compromises, but can also openly address and constructively solve conflicts with customers and colleagues.

• You are good listener and are empathetic towards customer concerns, requirements and willing to understand customer’s problem.

• You are Capable of capturing revenue opportunities through identification of additional work, value added services, up-selling of service products with conviction.

• You are team player and capable of liaising with workshop staff for getting the work done in desired timeline.

• You are honest with customers and offer them solutions that take time and costs into account.

• You actively approach customers, thus showing excellent communication skills.

Method and process competence

• You are good at planning and organizing. In doing so, you show a high level of skills in processes and systems.

• You are aware of standard processes of reception, handover and follow-up to ensure customer satisfaction.

Technical competence

• You are technically qualified to carry out basic checks, diagnosis in vehicle and offer a consultation to customers.

• You are capable of transforming customer requirements into technical instructions for internal communication.

• You are a critical reviewer of work done as per the requirements of customer to meet customer expectations.

Requirements

Qualification & Experience:

• Degree in Automotive / Mechanical Engineering.

• 3+ years of experience in Luxury automobile retail market.

• Certified Service Advisor training

Benefits