Service Advisor

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Date: 2 Jun 2025

Location: Bandar Seri Begawan, Brunei

Company: inchcape

JOB DESCRIPTION

Job Title: Service Advisor

Reporting Line: Service Manager/Assistant Service Manager

Department: After Sales

Branch: Gadong Branch

Salary Band: BRN B8_46-BRN Band 8_46

JOB SUMMARY

To perform all duties as designated by Aftersales and be able to carry out the functions of the department independently and without prejudice.

The key areas are as below:

Ensure speedy maintenance and repair through clear identification of customers’ needs and accurate repair order preparation.
Utilize the Service Appointment system to maximize the facility and manpower capacity.
Ensure vehicle cleanliness through use of vehicle protection materials (seat covers, floor mats, etc.).
Provide clear cost estimates and keep customers informed of work progress.
Monitor the work progress and keep customers informed of work progress.
Monitor the work progress and keep customers informed of changes to cost and or completion times.
Create clear precise customer invoices that show and itemize all parts, labor, and lubricant charges.
Actively promote the services and benefits of the dealers’ service and parts departments to all customers.
Take all necessary actions to resolve customer complaints in the shortest possible time.
Ensure all customers’ vehicles are clean and ready according to the promised completion time.
Ensure all filing is kept up to date (including customer history files and regular purging of inactive customer files).
Conduct customer service reminders.
Carry out the service delivery to the customer using the Toyota “Active Service Delivery” process.
Perform other tasks that may be assigned by the management.

Responsible for seeing to it that the customer requests are met through effective relaying of such requests to the workshop personnel.
Perform service merchandizing or be able to sell extra services to increase workshop sales such as upselling of recommended repairs and ancillary business.
Diagnose the vehicle at reception and give a reply to the customer’s inquiry regarding automotive technical matters.
Record customer’s job request and relay this to the foreman; informing and getting the approval of the customer on additional parts and labor during servicing shall the responsibility of the service advisor.

Demonstrated enthusiasm, drive, and determination to get ahead and pursue goals energetically; shows self-confidence and optimistic outlook; acts initiative and takes responsibility for one’s own work and for the safety of others.

Shows awareness for one’s own strengths and weaknesses’ works comfortably in uncertain conditions with no or little direction and information; accepts new ideas and supports changes initiative; adapts or changes one’s opportunities to improve; can absorb new information and learn new techniques; maintains stable performance under pressure and in stressful work situations.

Encourages communication throughout the organization; shares information with others and clearly communicates awareness of strengths and weakness and admits mistakes; and maintains relationships with people at all levels in the organization.

Focuses on identifying and meeting customer’s needs by taking their interests and complaints seriously; Delivers prompt, efficient and personalized service; Shows empathy and understanding for others’ views and attitudes; and ensures professional, high quality work standards are met; Accepts criticism without hostility or defensiveness and uses it constructively to move forward.

Manages time effectively and shows punctuality; completes tasks on time; structures work activities in a systematic way; Respects and follows company policies; shows organizational commitment; Ensures safety at the workplace;
how receptiveness to being managed and co-operate willingly; Demonstrates detailed job knowledge. Manual; ability and technical expertise in one’s own area.

Ensures proper documentation of all receiving activities.
Ensure and practice the outmost protection of office confidentiality.
Ensures the security and maintenance of a clean and organized filing system.
Assists in monthly inventory counts and reconciliation.
Handles guest and employee enquiries in a courteous and efficient manner, reporting complaints or problems if no immediate solution can be found, whilst providing prompt follow-up.
Is knowledgeable in statutory legislation in employee and industrial relations, understanding and strictly adhering to rules and regulations established in the employee handbook and the company policies concerning fire, health & safety.
To report for duty punctually wearing the correct uniform.
To maintain a high standard of personal appearance and hygiene and adhere to the company and department grooming standards.
To comply with local legislation as required.
To attend training sessions and meetings as and when required.
To be flexible in your job function and perform any other reasonable duties and responsibilities which may be assigned to you, including redeployment to their departments/areas if required, to meet business demands and service needs.
Maintains positive guest and colleague interactions with good working relationships.
Exercise responsible management and behavior always and positively representing the company.
Respond to request to undertake any reasonable tasks and secondary duties to changes as dictated by the industry, and company.

QUALIFICATION REQUIREMENTS:

Education & Experience

Acquired Skills

Basic understanding of Automotive system and repairs
Ability to communicate technical terms in simple language to customers.
Familiarity with OEM repair procedures and diagnostic tools.
Communication – Explaining repairs, listening to customers concern
Customer Service – Ensuring customer satisfaction, handling complaints professionally.
Sales ability – Upselling services or recommending maintenance
Computer Skills – Familiar with shop management software (e.g, Autoline)

Licensure

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