Service Advisor (BMW) (Raipur)

Job Title: Service Advisor Department: Aftersales / Service Location: Munich Motors Pvt. Ltd. – BMW Dealership Reporting To: Service Manager Role Purpose To deliver a premium customer experience aligned with BMW standards by acting as the primary contact between the customer and the workshop, ensuring accurate diagnosis, transparent communication, and timely service delivery. Key Responsibilities1. Customer Interaction & Experience
- Greet customers professionally and ensure a premium BMW experience
- Conduct vehicle walkaround inspection with the customer
- Understand and document customer concerns accurately
- Explain service/repair processes, timelines, and costs clearly
- Maintain high Customer Satisfaction Index (CSI) scores 2. Service Consultation
- Prepare job cards with detailed complaint descriptions
- Recommend additional services based on vehicle health check
- Provide accurate cost estimates and obtain customer approvals
- Ensure upselling of value-added services (AMC, accessories, extended warranty) 3. Workshop Coordination
- Coordinate with technicians for diagnosis and repair updates
- Monitor job progress and ensure timely delivery
- Ensure quality control before vehicle handover
- Handle escalations and technical clarifications 4. Delivery & Follow-up
- Explain work done and charges during vehicle delivery
- Ensure proper invoicing and documentation
- Conduct post-service follow-ups for feedback
- Address complaints and ensure quick resolution 5. Compliance & Process Adherence
- Follow BMW Aftersales Process Standards
- Maintain proper documentation and digital records (DMS/CRM)
- Ensure adherence to warranty and goodwill policies
- Maintain workshop discipline and safety standards Key Performance Indicators (KPIs)
- Customer Satisfaction Index (CSI)
- First Time Fix Rate (FTFR)
- Revenue per Repair Order (RO)
- Upselling Ratio (Accessories / AMC / Value-added services)
- Repeat Repair % (should be minimal)
- Timely Delivery Compliance Qualifications & Experience
- Graduate / Diploma in Automobile Engineering or related field
- 2–5 years experience as Service Advisor (premium/luxury segment preferred)
- Experience in handling high-end customers Skills & Competencies
- Strong communication & interpersonal skills
- Technical understanding of automotive systems
- Customer handling & complaint resolution skills
- Sales orientation (upselling capability)
- Time management & multitasking
- Proficiency in DMS/CRM systems Personal Attributes
- Skilled appearance & grooming (BMW standards)
- Customer-centric attitude
- Attention to detail
- Ability to work under pressure Working Conditions
- Dealership-based role with customer-facing responsibilities
- May require extended hours during peak workload Why Join (BMW Standard Value Proposition)
- Exposure to luxury automotive brand
- Structured training & certification programs
- Growth opportunities in Aftersales & Service Management Job Type: Full-time Work Location: In person Apply on Kit Job: kitjob.in/job/4ltpl4