Aftersales Consultant (Service Advisor)

SUMMARY:
Experienced Aftersales Consultant - (Service Advisor) – Stellenbosch
 
#DriveYourCareerForward with a leading luxury automobile brand.  

If you are an Experienced Aftersales Consultant (Service Advisor), and renown for your commitment to quality, innovation and customer satisfaction by delivering a premium service experience to customers, then you are invited to apply for the position of Service Advisor.  

Remuneration
A competitive salary, depending on experience plus performance-based Incentive – Standard Benefits including Provident Fund, Medical Aid. 

As an Aftersales Consultant, you will place a crucial role in the dealership by acting as the primary point of contact for customers requiring vehicle maintenance and repair services.   The ideal candidate will be responsible for providing exceptional customer care and service, managing service appointments, and ensuring a smooth and efficient service process from start to finish. 

It’s all about delivering exceptional service, exceeding sales targets, and ensuring every customer leaves with a smile! As the go-to expert for clients, you’ll build strong relationships, act as a trusted advisor, and thrive on productivity, upselling, and customer satisfaction

POSITION INFO:
Duties include

• Offer value-added sales to boost revenue and hit sales target
• Gather accurate customer info, follow up on ordered parts, and keep customers updated throughout the day.
• Ensure warranty work complies with manufacturer policies.
• Stick to dealership procedures and franchise standards.
• Confirm payment methods and secure approvals before work begins.
• Keep Work in Progress (WIP) under 30 days and monitor outstanding cash sales.
• Update roadside assistance apps, manage standby job cards, and meet manufacturer standards for time stamps.
• Accurately cost job cards while fostering professional relationships with workshop staff.
• Handle dealer breakdowns promptly and ensure MB Uptime metrics are met.

• Customer Service:
• Greet customers promptly and courteously.
• Listen to customer concerns and provide accurate information regarding service needs.
• Maintain regular communication with customers during the service process, providing updates and addressing any questions or concerns.
• Service Management:
• Schedule service appointments and manage the service calendar to maximize efficiency.
• Prepare detailed repair orders by describing symptoms, problems, and causes discovered, as well as required repairs and services.
• Coordinate with the workshop team to ensure timely and accurate completion of work.
• Technical Consultation:
• Provide customers with detailed explanations of necessary repairs and maintenance, using clear and non-technical language.
• Advise customers on preventive maintenance and service intervals to promote vehicle longevity and performance.
• Sales and Upselling:
• Identify additional service opportunities and recommend products and services that enhance vehicle performance and customer satisfaction.
• Promote service packages, warranties, and parts to customers.
• Administration:
• Maintain accurate records of all service transactions and customer interactions.
• Ensure Accurate Warranty and Motor Plan capturing on DMS
• Process payments and ensure all financial documentation is completed accurately.
• Handle customer complaints and concerns with professionalism and in accordance with dealership policies.

• Strong communication and interpersonal skills.
• Excellent organizational and time-management abilities.
• Proficiency with dealership management software.
• Good technical knowledge of vehicle systems and repairs.
• Customer-focused with a passion for delivering exceptional service.
• Problem-solving skills and the ability to think on your feet.
• High level of integrity and professionalism.
• Ability to work effectively in a fast-paced and team-oriented environment.

• Minimum 3 years’ Service Advisor experience in an Automotive dealership
• Computer Literate (MS Office Suite)
• Ability to communicate fluently in Afrikaans is a strong advantage
• Excellent Customer Service
• Completed Certificated Service Advisor training – Advantageous
• Experience within the premium brand sector a bonus
• Previous experience as an automotive technician – Advantageous
• CRM knowledge
• Kerridge System knowledge – non negotiable
• Strong communication and teamwork skills, with the ability to collaborate effectively with other technicians and engineers
• Strong knowledge of warranty policies and an eye for upselling opportunities
• Own transport with valid driver's license and clean driving record