Customer Service Advisor

Description

Job Summary: We are seeking a Customer Service Advisor with an excellent attitude, commercial capability, and strong customer orientation for our new Medellín branch, serving as the key bridge between customers and the operational team. Key Highlights: 1. Key position in the launch and consolidation of operations 2. Focus on real customer experience and service excellence 3. Opportunity within a growing network of automotive workshops At Autocambios S.A.S., we are looking for a person with outstanding service attitude, commercial ability, administrative organization, and high customer orientation to fill the role of Customer Service Advisor at our new Medellín branch. This position will be critical to launching and consolidating operations, as it serves as the primary liaison between customers, the technical team, the workshop supervisor, quotations, and branch management. Autocambios is a nationally expanding network of automotive workshops, specializing in preventive and corrective maintenance for gasoline, hybrid, and electric vehicles, with a focus on brands such as Ford, Volkswagen, Audi, BMW, and Mercedes-Benz. Our expansion into Medellín forms part of a broader business vision: building a modern, reliable, technology-driven network focused on real customer experience. Salary: COP 2,400,000 plus commissions ranging from COP $300,000 to COP $800,000 per month, based on performance, approvals, follow-up, and achievement of KPIs. . Main Responsibilities Customer Reception and Support • Greet customers professionally, courteously, and efficiently at the Medellín branch. • Listen attentively to customer needs and clearly record vehicle symptoms, comments, and requests. • Verify customer data, license plates, mileage, brand, model line, version, service history, and reason for visit. • Explain the diagnostic process, estimated timelines, service conditions, and available communication channels. • Convey confidence, order, and support from the first point of contact with the customer. Work Order Creation and Follow-up • Create, update, and track work orders for vehicles entering the workshop. • Ensure each vehicle entry includes complete data, inventory records, photographs, observations, and required authorizations. • Coordinate with the workshop supervisor to assign vehicles to the technical team and monitor diagnostic or service progress. • Perform daily follow-up on the status of each vehicle: pending diagnosis, quotation, approval, parts, repair, testing, washing, or delivery. • Prevent delays caused by missing information, pending approvals, or incomplete communication with the customer. Ongoing Customer Communication • Inform customers about diagnostic progress, updates, estimated timelines, quotations, and tentative delivery dates. • Respond promptly and professionally to phone calls, WhatsApp Business messages, emails, and in-person requests. • Explain technical findings and recommended services in simple, clear terms. • Handle inquiries, objections, complaints, or special requests with a solution-oriented attitude. • Maintain clear, respectful, and documented communication throughout the entire process. Quotation Management, Approvals, and Service Sales • Support sending and explaining quotations to customers. • Follow up on pending quotation approvals and reactivate sales opportunities. • Coordinate with quotation staff, warehouse, workshop supervisor, and suppliers when additional information is required. • Promote approval of essential services related to vehicle safety, maintenance, and proper functioning. • Record customer responses, approvals, rejections, deferrals, and relevant observations. Final Vehicle Delivery • Verify that the vehicle is ready for delivery and that all service information is complete. • Coordinate invoicing, payments, supporting documents, recommendations, and delivery of replaced parts where applicable. • Explain to the customer the services performed, warranties, future recommendations, and post-service care instructions. • Confirm customer satisfaction and address any issues before closing the case. • Support customer retention and encourage return visits for future maintenance or services. Branch KPIs and Reporting Support • Assist in daily tracking of vehicle arrivals, deliveries, quotations sent, quotations approved, and pending follow-ups. • Report commercial opportunities, dissatisfied customers, delays, and situations potentially affecting customer experience. • Keep dashboards, forms, and tracking databases used by the company up to date. • Participate in branch follow-up meetings as required. • Align efforts with branch goals for revenue generation, productivity, customer experience, and growth in Medellín. Required Profile • Experience in customer service, service advisory, workshop reception, call centers, consultative sales, or administrative-commercial roles. • Excellent verbal and written communication skills. • Professional personal appearance and demeanor when interacting with customers. • Strong organizational, follow-up, and multitasking abilities. • Commercial aptitude to explain services, resolve objections, and support quotation closure. • Ability to learn automotive technical concepts and explain them simply. • Basic to intermediate proficiency with digital tools, WhatsApp Business, Excel, email, and tracking platforms. • Attention to detail, adherence to processes, and disciplined documentation practices. • Solution-oriented attitude, empathy, patience, and ability to manage demanding customers. • Preferred experience in automotive workshops, dealerships, insurance companies, spare parts, technical services, or maintenance companies. -Requirements- Minimum education: University degree / Technical program years of experience Languages: Spanish Keywords: advisor, asesor, service, costumer, cliente