Service Advisor

About the role

Our automotive retail client in Johannesburg is seeking an experienced Service Advisor to join their Northcliff and Sandton branches. You will own the complete customer journey, from booking through vehicle hand‑over, ensuring a premium experience and meeting performance targets.

Key responsibilities

• Drive monthly booking targets of 120 bookings per branch.
• Manage the full service cycle: booking, intake inspection, progress communication, and final delivery.
• Conduct accurate vehicle intake inspections, including VIN verification, licence disc checks, cluster readings and condition assessment.
• Provide proactive customer updates twice daily and conduct post‑service follow‑up calls to boost CSI and retention.
• Submit warranty claims within 5 days, attach full diagnostic evidence, and track claims to approval.
• Maintain 100% compliance with Evolve DMS, IAL protocols and OEM requirements, ensuring same‑day scanning and audit‑ready records.
• Ethically upsell labour, repairs and parts based on inspection findings to support workshop gross profit.
• Update daily service trackers, analyse CSI trends and produce monthly performance summaries for the Service Manager.

Required profile

• 3–4 years’ experience as a Service Advisor in a franchised or corporate dealership.
• Proven ability to manage the end‑to‑end customer journey and achieve CSI targets.
• Strong administrative background in a high‑volume service department.
• Solid understanding of warranty processes, OEM compliance and dealership documentation standards.
• Experience coordinating with customers, technicians and workshop controllers.

Required skills

• Proficiency with Evolve DMS and IAL protocols.
• Ability to perform detailed vehicle diagnostics and produce accurate fault‑cause documentation.
• Excellent data accuracy and audit preparation skills.