• Understand the Service process and strictly follow every step operation.
• Ensure the highest standard of courtesy and integrity when interacting with customers and members of the public.
• Receive customer enquiries by telephone and in person and successfully convert these into firm bookings.
• Record accurately vehicle information, refer to service histories and effectively follow-up and prospect customers to secure repeat and incremental business.
• Enhance the reputation of the Company. At every opportunity when interacting with others.
• Ensure customer awareness of all products and services available by professional presentation and demonstration.
• Professionally sell additional products, services and repair work as appropriate to customers’ needs.
• Seek to obtain referrals for other car owners in customers’ families and among friends and associates.
• Advise customers of precise and where appropriate, estimated costs of repairs and work to be undertaken.  Advise on predicted completion times and collection arrangements.
• Ensure proper qualification and total understanding of customer needs and requirements.
• Satisfy customers’ needs through making additional products and services available to them.
• Communicate effectively both in person and by telephone so as to keep all customers fully advised as to the progress of repairs and services.
• Strive to delight customers in every aspect of their contact with the Service Department.
• Ensure that customers understand the work detailed on job cards and that they sign to evidence their agreement.
• Ensure customers are advised of all work undertaken and of the need for any further or future repair or servicing requirements.
• Ensure that customers fully understand the limits and conditions of such work and the effects of repair, especially on older vehicles.
• Contact customers prior to visit to confirm booking and vehicle information, details of work to be carried out and method of payment (where appropriate).
• Notify customers (as necessary) of progress, completion of work or any delay/ problems encountered.
• Performs effectively other tasks assigned by Workshop / Technical Service Manager.

Repair follow-up

•  Checking car status at Control Board or with Chief of Technician, if it will be finished at appointed time or any additional problem.
• Calling Chief of Technician explain for repair status (when Service Advisor cannot answer for customer)
• Keep informing to customer if repair completed especially who are waiting in waiting area
• Invite customer to delivery area

Delivery car

• Welcoming customer at the delivery area
•  Making salutation and greeting with smile
•  Asking for car receiving slip
• Using tools together with explaining repairing job such as Shop Manual, Parts Catalogue or Defect Parts
• Asking customer if there are have any inquiries
• Informing about next periodical service
• Advising self-basic maintenance
• Asking customer for any inquiries
• Signing in “delivered by” and giving customer sign in “received by”
• Inviting customer to cashier counter for payment process (waiting around in case any questions)    and back to delivery area

• BBA or Technical certification of Automotive field or equivalence,
• Smart and well presented in appearance and personal hygiene.
• Ability to communicate clearly and unambiguously with customers, members of the public and other staff members and record all such interaction accurately.
• Ability to access and pass information to other staff and to log onto paperwork and working documents.
• Ability to calm and manage distressed and otherwise difficult customers in an effective manner.
• Training in telephone answering techniques.
• Competency in numeracy and literacy. Training in workshop computer systems and workshop loading systems.