Vehicle Service Advisor (new & used cars) - Automotive Industry - Brackenfell/CPT

Introduction

A fast paced car dealerhip is seeking an experienced and customer-focused Vehicle Service Advisor to join their automotive dealership in Brackenfell-CPT . The successful candidate will serve as the primary liaison between customers and the workshop, ensuring that all service, maintenance, and repair requirements for new and used vehicles are handled professionally and efficiently.

The role requires strong customer service skills, technical understanding of motor vehicles, and the ability to coordinate workshop activities while delivering an exceptional customer experience.

Personal Attributes

• Customer-centric and professional.

• Friendly, approachable, and confident communicator.

• Highly organised and detail-oriented.

• Reliable and dependable.

• Able to work effectively under pressure.

• Team player with strong interpersonal skills.

• Passionate about the automotive industry and customer service excellence.

Brackenfell - CPT

Duties & Responsibilities

Key Responsibilities

Customer Service & Relationship Management

• Welcome customers and assess their vehicle service and repair requirements.

• Schedule service appointments and manage workshop bookings.

• Explain service recommendations, repairs, costs, and timelines to customers.

• Provide regular updates on vehicle progress and completion status.

• Handle customer concerns, complaints, and queries professionally.

• Build and maintain long-term customer relationships to promote loyalty and retention.

Service Reception & Workshop Coordination

• Conduct vehicle inspections upon arrival and document customer concerns accurately.

• Prepare job cards and ensure all required information is captured.

• Liaise with technicians and workshop staff regarding diagnostics, repairs, and service requirements.

• Monitor work progress to ensure deadlines and quality standards are met.

• Coordinate vehicle handovers upon completion of service or repairs.

• Ensure efficient communication between customers, technicians, and management.

Administrative & Reporting Duties

• Prepare service quotations and obtain customer approval before work commencement.

• Process service invoices and related documentation accurately.

• Maintain customer and vehicle records within the dealership management system.

• Track warranty claims and service history records.

• Ensure compliance with dealership procedures and manufacturer standards.

• Assist with reporting on workshop performance and customer feedback.

Product & Technical Knowledge

• Maintain knowledge of vehicle servicing requirements, maintenance schedules, and manufacturer recommendations.

• Explain technical issues and repair solutions in a customer-friendly manner.

• Promote value-added products and services such as maintenance plans, warranties, accessories, and service campaigns.

Desired Experience & Qualification

Education

• Grade 12 (Matric) or equivalent qualification.

• Automotive, Mechanical, Technical, or Customer Service qualification advantageous.

Experience

• Minimum 3–5 years' experience as a Service Advisor within the automotive industry.

• Experience working with both new and used vehicles.

• Knowledge of dealership service processes and workshop operations.

• Experience with dealership management systems (DMS) and CRM platforms preferred.

Skills & Competencies

• Excellent customer service and communication skills.

• Strong administrative and organisational abilities.

• Good technical understanding of motor vehicles.

• Ability to multitask and manage a busy service department environment.

• Problem-solving and conflict-resolution skills.

• Strong attention to detail and accuracy.

• Computer literacy, including Microsoft Office and dealership systems.

• Valid South African driver's licence.

Key Performance Indicators (KPIs)

• Customer satisfaction and service retention levels.

• Workshop efficiency and vehicle turnaround times.

• Accuracy of job cards and service documentation.

• Service revenue generation and upselling performance.

• Warranty administration compliance.

• Customer complaint resolution effectiveness.

• Adherence to manufacturer and dealership standards.

Package & Remuneration

Negotiable