Automotive Service Advisor

Who WE are?

KAVAK is the number one e-commerce in the purchase and sale of pre-owned vehicles with the fastest growth in Latin America. We work smart and make things happen, offering the easiest, safest and most transparent experience to buy or sell a car.

But our journey doesn't stop there: at KAVAK our goal is global! Now our footprint extends to the vibrant GCC region as part of our expansion into the Middle East, in the pursuit of our one and only goal: to transform the automotive market around the world.

Today we have more than 180 Kavakees on the GCC team and growing, surrounding ourselves with the best talent to continue building the technology, processes, and products that make us the number one player in the pre-owned car market.

Wanna join us on this exciting ride?

Job Description

Key Responsibilities:

• Greet and professionally receive customers visiting the workshop, understand their vehicle concerns, and ensure a positive service experience.
• Conduct a detailed customer consultation to understand reported concerns, vehicle usage, service history, and customer expectations.
• Perform an initial vehicle inspection and identify visible or service-related issues requiring further diagnosis.
• Prepare accurate job cards and clearly document customer complaints, requested services, and vehicle condition.
• Coordinate with technicians and workshop teams to diagnose vehicle concerns and determine the required repairs or maintenance.
• Prepare and explain repair estimates, including labour, parts, and other applicable charges, in a clear and transparent manner.
• Obtain customer approval before proceeding with any additional repairs or work outside the originally approved scope.
• Explain technical findings and repair recommendations to customers in a simple and professional manner.
• Coordinate with the workshop, spare parts, warranty, and other relevant teams to ensure timely completion of repair and service jobs.
• Monitor vehicle repair progress and proactively update customers regarding job status, additional findings, delays, and expected completion time.
• Follow up on pending approvals and ensure timely closure of open jobs.
• Conduct a final review of completed work and ensure all customer concerns have been addressed before vehicle delivery.
• Explain completed repairs, replaced parts, maintenance requirements, and recommendations to the customer during vehicle handover.
• Promote relevant maintenance services, service packages, extended warranties, Kavak Plus, and other applicable products based on customer needs.
• Identify genuine upselling and cross-selling opportunities while maintaining a customer-first approach.
• Maintain accurate records of customer interactions, estimates, approvals, job status, invoices, and follow-ups in the service management system.
• Handle customer complaints and service-related concerns professionally and work towards timely resolution.
• Follow up with customers after service to ensure satisfaction and encourage repeat business and customer retention.
• Maintain strong coordination between customers, technicians, workshop management, spare parts, warranty, and other internal departments.
• Ensure all customer and vehicle documentation is complete and maintained according to company procedures.
• Achieve individual and team targets related to service revenue, customer satisfaction, retention, and approved repair work.
• Provide management with feedback regarding recurring customer concerns, vehicle issues, service quality, and opportunities for process improvement.

Skills and Qualifications:

• Diploma or equivalent; an associate degree or technical qualification in Automotive/Mechanical Engineering is preferred.
• Minimum 2 to 3 years experience in UAE / GCC
• Proven experience as a Service Advisor, Service Consultant, Customer Service Advisor, or similar role, preferably within the automotive industry.
• Strong knowledge of automotive systems, maintenance requirements, and general repair procedures.
• Good understanding of vehicle diagnostics, mechanical and electrical systems, and workshop operations.
• Strong customer service and communication skills with the ability to explain technical information in a simple and understandable manner.
• Excellent interpersonal, organisational, and time-management skills.
• Ability to handle multiple vehicles and customer requests in a fast-paced workshop environment.
• Ability to prepare and explain repair estimates and confidently obtain customer approvals.
• Basic computer skills and experience with workshop/service management systems.
• Valid UAE driving license will be an add on value.
• Knowledge of warranty processes, service contracts, and automotive aftersales operations is an advantage.
• Experience with specific automotive brands, dealer systems, or service platforms is an advantage.

Key Skills & Competencies

• Customer relationship management
• Automotive technical knowledge
• Vehicle inspection and service consultation
• Repair estimation and quotation preparation
• Customer approval and negotiation
• Communication and interpersonal skills
• Problem-solving and decision-making
• Workshop coordination
• Time management and multitasking
• Upselling and cross-selling
• Complaint handling and conflict resolution
• Attention to detail
• Service quality and customer retention
• Teamwork and coordination

Performance Metrics (KPIs)

• Customer Satisfaction Score (CSAT)
• Service revenue achievement
• Estimate-to-approval conversion rate
• Additional repair approval/conversion rate
• Average Repair Order (ARO) / Average Invoice Value
• Customer retention and repeat business
• Vehicle delivery / promised-time adherence
• Customer complaint resolution rate
• Follow-up and closure efficiency
• Upselling and cross-selling revenue
• Service package and warranty conversion
• Accuracy of job cards, estimates, and documentation
• Technician/workshop utilisation and coordination efficiency

Do you want to be part of this story? Apply now!