Service Advisor

5 days ago

Colchester, Essex, United Kingdom Nissan Dealers Full time
Job Summary

We are seeking a highly skilled and customer-focused Service Advisor to join our Nissan Dealers team. As a key member of our aftersales team, you will be responsible for delivering exceptional customer service and ensuring that our customers receive the highest levels of service and aftercare.

Key Responsibilities
  • Provide a knowledgeable, courteous, and responsive service to customers, ensuring that their expectations are met and exceeded.
  • Manage all service telephone, email, and walk-in enquiries, providing timely and accurate information to customers.
  • Meet and greet customers, qualify work, and identify customer's additional needs at vehicle drop-off, ensuring that all relevant information is gathered and shared with the team.
  • Continuously seek to improve customer service feedback by identifying service improvement opportunities within the aftersales department and sharing any customer feedback with the management team.
  • Ensure customer expectations and requirements are identified and successfully managed throughout the service process, including follow-up.
  • Facilitate the efficient operation of the Service department workshop, booking work accurately, and gathering and sharing all relevant information with the team.
  • Efficiently manage customer communication through repairs, providing timely progress updates and gaining authorisation for additional work.
  • Conduct telephone activity to maximise workshop activity, including MOT and service reminder calls.
  • Maintain knowledge of Nissan retention products and services, upselling where appropriate.
  • Discuss and up-sell additional work to customers, where appropriate.
  • Be transparent and conduct efficient handovers, fully explaining repairs and invoices to customers.
  • Carry out external inspections where necessary prior to handover to customer.
Requirements
  • The successful candidate will be responsible for creating customer confidence in the aftersales operation by taking ownership of every customer's experience.
  • Candidates must have experience of delivering high levels of customer satisfaction in a very busy and demanding environment. Motor trade experience is desirable.
  • People-focused with the confidence and personality to develop long-term customer relationships.
  • Possess excellent communication skills, with the ability to explain complex information accurately and concisely.
  • Strong organisation and prioritisation skills to schedule work effectively, balancing the needs of the customer and the capacity of the workshop.
  • Customer-focused, able to identify and tackle critical issues, and be willing to find solutions and maintain a positive customer experience.
  • Able to work with defined processes and guidelines and have good core administration skills to accurately capture customer details to the required standards.
  • Flexible team player, able to undertake new tasks and use initiative to support the aftersales team during busy periods.
  • Results-focused, resilient, and able to overcome obstacles to success and learn from feedback.
  • A good technical awareness or understanding of vehicles and components is desirable.
  • Experience of upselling products or services is desirable.
  • Honest with high levels of integrity.
  • Must have a valid driving licence.

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