Service Coordinator – Automotive After‑Sales

About the role

The Service Coordinator ensures smooth after‑sales operations by managing service bookings, workshop capacity, and customer communications. Acting as the operational bridge between customers, Service Advisors, and technicians, the role drives workshop utilization and enhances the overall customer experience.

Key responsibilities

• Handle inbound service booking requests via phone, online platforms, and walk‑ins using the Dealer Management System (DMS).
• Optimize workshop loading by aligning technician availability, bay capacity, job complexity and service priorities.
• Schedule appointments to maximize utilization and minimize idle time, including priority bookings for VIPs, fleet accounts, recalls and OEM programs.
• Confirm appointments, send reminders and conduct pre‑arrival calls to reduce no‑show rates.
• Coordinate customer mobility solutions such as loan vehicles, shuttle services and waiting area arrangements.
• Track open Repair Orders, escalate delayed jobs and maintain accurate customer data in the DMS.
• Prepare regular reports on booking volumes, show‑up rates, capacity utilization and key performance indicators.
• Handle initial customer inquiries and complaints, ensuring timely escalation to the Service Manager.

Required profile

• Diploma or Bachelor’s degree in Business Administration, Automotive or a related field.
• 2–4 years of experience in an automotive dealership after‑sales environment, contact centre or customer coordination role.
• Proven ability to manage high‑volume service bookings and maintain data accuracy.

Required skills

• Proficiency with Dealer Management Systems (DMS) for service booking and data management.
• Strong Microsoft Excel skills for reporting and analysis.
• Experience with CRM systems and outbound calling platforms.
• Ability to manage scheduling systems and optimise resource allocation.