Automotive Service Advisor

About the role

The Automotive Service Advisor acts as the primary liaison between customers and the service workshop, ensuring a smooth, professional after‑sales experience. The role combines customer service, automotive knowledge, and administrative coordination to manage service appointments, repair orders and warranty claims.

Key responsibilities

• Welcome customers, capture vehicle concerns and schedule service appointments for both walk‑ins and pre‑booked jobs.
• Prepare accurate repair orders, estimates and cost breakdowns, translating customer descriptions into technical terms for technicians.
• Coordinate with technicians, parts, workshop controllers and warranty departments to schedule and monitor repair work.
• Keep customers informed of progress, additional findings, parts availability and any changes to completion times.
• Promote relevant maintenance, parts, accessories and warranty products, identifying upselling opportunities.
• Handle warranty claims, service campaigns, recalls and ensure proper documentation.
• Conduct final vehicle inspections, explain completed work and present the final invoice.
• Follow up after service to confirm satisfaction and encourage future appointments.

Required profile

• Diploma, Advanced Diploma or Bachelor’s degree in Automotive Engineering, Business Administration or a related field (preferred).
• Proven experience as a Service Advisor or similar automotive customer‑service role.
• Strong understanding of vehicle systems, diagnostics, repair processes and spare‑parts terminology.
• Excellent communication and negotiation skills with the ability to explain technical information clearly.
• Ability to work under pressure in a busy workshop environment and manage multiple repair orders.
• Valid driving licence (or as required by the employer).

Required skills

• Experience with DMS, CRM and workshop‑management software.
• Proficiency in Microsoft Office and digital service‑management tools.
• Knowledge of automotive diagnostics and vehicle system fundamentals.
• Ability to create repair orders, estimates and process warranty documentation.