Service Advisor After Sales

About the Role

CEER is seeking a Service Advisor After Sales to join their team in Riyadh, Saudi Arabia. This full-time role is central to delivering an exceptional customer experience by acting as the primary link between customers and the Service Centre. The position focuses on coordinating vehicle service and repair activities efficiently, ensuring high customer satisfaction and retention, and maximizing service and parts sales opportunities.

Key Responsibilities

• Serve as the main point of contact for customers throughout the service process, ensuring a professional customer experience.
• Receive customers, understand vehicle concerns, conduct inspections, and document vehicle conditions, accessories, and customer requirements.
• Prepare accurate repair orders, service recommendations, and cost estimates based on inspection findings and customer needs.
• Coordinate with technicians and workshop management for proper diagnosis, repair planning, and timely completion of work.
• Explain recommended repairs, estimated costs, and delivery commitments to customers, obtaining necessary approvals.
• Monitor repair progress and provide customers with regular status updates.
• Obtain customer authorization for any additional repairs, parts, or services identified during inspection or repair.
• Promote maintenance packages, service products, genuine parts, and accessories.
• Ensure all repairs comply with manufacturer guidelines, warranty requirements, quality standards, and company procedures.
• Verify completed repairs and ensure accurate documentation before vehicle delivery.
• Explain completed repairs, charges, and future maintenance recommendations during vehicle handover.
• Coordinate with the Parts Department to ensure parts availability and timely repair completion.
• Manage customer complaints, concerns, and post-service follow-up activities for prompt resolution.
• Maintain accurate customer, vehicle, repair, and warranty records within the Dealer Management System (DMS).
• Monitor repair quality, first-time fixed performance, productivity, and adherence to promised delivery timelines.
• Support customer retention initiatives, continuous improvement activities, and service department objectives.
• Ensure compliance with health, safety, housekeeping, and operational standards within the Service Centre.

Experience and Qualifications

Candidates for this role should possess 2-5 years of relevant experience in an after-sales service environment, demonstrating a strong understanding of vehicle service processes and customer interaction.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia, requiring adherence to company policies, quality standards, and operational procedures within the Service Centre.