Job Description

Company :

Receiving and Advising Customers

·    Receive/assist customers with planned appointments and/or walk ins.

·    Ensure customer and vehicle records are updated and accurate.

·    Establish an agreed fixed time of completion of the work to be carried out.

Daily control sheet/list

·    Maintain an accurate record of all work checked in for the day to be followed up on including carry forward vehicles.

Repair Order Monitoring

·    Ensure all customers are kept well informed of the progress of their vehicles.

·    Ensure that all additional work required is communicated to the customer and authorized before the work is carried out.

·    Communicate a new/updated agreed time of completion if necessary due to additional work authorized or parts ordered.

·    Carry out a daily WIP update of all the open repair orders under your name.

·    Communicate with the respective PIC in order to schedule an appointment for all vehicles to return where parts on order have arrived.

Hand-over of Vehicle After Service Stay

·    Ensure that an accurate invoice is generated for all work carried out as per the customer’s request according to Company and principal guidelines.

·    Explain the invoice in detail for all the work carried out so as to create a value for money impression in the mind of the customer.

Post Service Follow-up

·    Ensure all your customers receive a post service follow up call to determine their level of satisfaction with the service they received from you.

·    Settle all customer complaints promptly.

Performance KPIs

Achieve the following performance KPI figures as per the budgeted amounts:

·         Vehicle throughput (measured as repair order invoiced/closed)

·         Service turnover

·         Parts turnover

·         Debtors ageing

·         WIP throughput days

·         Back Order Parts Not Released (BONR)

Education / Professional Qualification

• Candidate must possess at least a Higher Secondary (SPM) or Diploma in Engineering (Mechanical) or equivalent.

Professional Experience

• Preferred 1-2 years of working experience in automotive industry Customer Experience role.

• Previous customer engagement/relationship role experience.

Job Requirements