The purpose of this role is to ensure an enhanced level of customer satisfaction and customer loyalty. The Service Advisor is the ‘face’ of the company and the vital link of ensuring that the customers’ requirements are valued and executed at the highest standards.

Main tasks and responsibilities

• To set up and schedule appointments to ensure that the workshop’s availability is maximised.
• To answer and attend to customers’ queries that may arise in a prompt manner and update CRM information details accordingly.
• To create job cards and attach the relevant documents correctly, such as: VHC, vehicle information and recalls.
• To create purchase orders and input to WIP for any local repairs and provide petty cash for the VRT and other authorised purchases via the team leaders.
• Upon identifying recalls the service advisor must immediately inform all clients affected, take immediate action, and process all information / job cards.
• To notify client if technical campaigns are found, update and maintain records of such findings and attach to job cards if necessary.
• To allocate and monitor ‘client waiting’ appointments correctly.
• To communicate and keep team leaders abreast regarding the status of works, queries, etc.
• To monitor the daily log sheet.
• To contact customers to approve additional repairs that are needed by preparing a full estimate including labour and parts costs, upon approval, update team leaders accordingly.
• To confirm with clients any additional / future repairs / ordering of parts.
• To identify repeat repair concerns and process job cards to the team leaders for immediate action.
• To prepare weekly job cards for filing and warranty job cards for processing.
• To contact customers for vehicle collection.
• To request approvals for Government purchase orders and vehicle collection.
• To register service packs for new vehicles and upgrade existing service packs.
• To process cash deposits when necessary.
• To prepare detailed cash and warranty invoices for vehicle collection outlining all services rendered.
• To handle invoicing credit accounts and internal job cards including PDI.
• To assist as needed in reception area.
• To ensure that quality standards are being adhered to.
• To adhere strictly to Health and safety regulations and company policies together with Franchise standard requirements.
• To report any near misses or accidents to the Health and Safety Co-Ordinator or any other staff member in the Human Resources Department.
• To report any Health and Safety Hazards to the Health and Safety Co-Ordinator or Administration Clerk.
• Any other duties assigned by direct superiors from time to time.

The list of main duties and responsibilities in this accountability profile is not necessarily exhaustive nor is it necessarily in order of importance; nor is any of this accountability profile permanent and/or immutable.

Educational and skill requirements

• Excellent communication both in Maltese and English
• O' Level Standard of Education
• Basic understanding of basic motor components
• Previous experience in a similiar role will be considered an asset

Job benefits

• Benefits Card
• Health Insurance