Service Advisor, Port Elizabeth

Main Purpose of the Job

Assist customers with service and maintenance needs.

Ensure customer satisfaction with vehicles and the dealership.

Act as a liaison between service/repair departments and customers.

Resolve all customer complaints effectively and professionally.

Qualifications

Grade 12 (Matric)

Code B Driver’s License (Essential)

Computer Literacy (Essential)

Kerridge System Knowledge (Desirable)

Knowledge of vehicle legislation, consumer law, and trade practices (Essential)

Experience Required

Minimum of 3 years’ experience in the motor industry in an administrative or service advisor role.

Key Job Outputs Book in Vehicles for Service or Repair

Review job cards in preparation for the day.

Greet and assist customers.

Book in vehicles using standard checking and recording procedures.

Check for active campaigns on the system.

Record and confirm visible damage with customer consent.

Prevent booking-related customer complaints.

Monitor Progress of Work

Track vehicle repair/service status throughout the day.

Proactively update customers on delays or additional work.

Upsell additional work as needed:

Request cost estimates.

Communicate with the customer.

Obtain approval for extra work.

Schedule follow‑ups if necessary.

Ensure maintenance plan work is authorised properly.

Monitor Carry‑Overs in the Workshop

Identify and monitor possible carry‑overs.

Prevent delays by following up daily on:

Parts availability and orders.

Pending work tasks.

Proactively inform customers about carry‑overs.

Order parts using the correct procedures and ensure authorisation.

Keep customers informed about progress.

Handle and resolve customer queries or complaints.

Vehicle Handover Post‑Service/Repair

Deliver vehicles at the promised time and in satisfactory condition:

All work completed.

Vehicle clean.

Communicate any delays proactively.

Clearly explain the invoice to the customer.

Ensure payment agreements are authorised.

Process and follow up on payments.

Escort customers to their vehicles.

Do not release vehicles without full payment or approved arrangements.

Ensure Customer Satisfaction

Achieve or exceed CSI (Customer Satisfaction Index) targets.

Proactively address customer concerns.

Ensure 100% vehicle readiness at promised time.

Resolve complaints within policy guidelines.

Escalate unresolved complaints as necessary.

Complete Administration

Maintain a daily control sheet of serviced/repaired vehicles.

Provide accurate customer information.

Update internal systems with any changes.

Monitor and follow up on cash sales.

Execute Agreed Projects

Agree on project plans, budgets, and timelines with the relevant manager.

Deliver projects on time and within budget.

Ensure sustainability of the completed initiatives.

Key Competencies Technical Competencies

Administration

Product knowledge

Computer literacy

Knowledge of industry standards and compliance

Sales ability

Customer needs analysis

Diagnostic and interpretation skills

Behavioural Competencies

Customer‑focused and empathetic

Strong verbal and written communication

Assertive and tactful

Emotionally mature and trustworthy

Good interpersonal and conflict resolution skills

Adaptable and resilient under pressure

Good planning and time management

Problem‑solving and decision‑making skills

Active listening and negotiation

Ethical and professional in conduct

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