Description:
ROLE DESCRIPTION The Customer Service Advisor oversees all aspects of the customer interaction process in the After Sales component primarily for the vehicle brand and pre-owned brands that are required internally and externally as per customer requirements. The incumbent must ensure that all work conducted is as per the required company’s standards when managing both internal and external customer expectations, needs, workflow processes, systems & related activities and ensures compliance with the Company’s Financial and OEM requirements. The Role reports to the Service Workshop Manager. KEY OBJECTIVES • • • • • • • • • • • • • • • Have a solid understanding of the vehicle booking-in process to job completion. Ensure continuous feedback on WIP and keep customers informed. Work closely with Workshop, Parts and Finance Departments in ensuring accuracy of quotes that are within service and warrantee parameters. Monitor and assist with warranty, repairs and service claims. Assist with warranty pre-audit preparations. Provide management reports on all activities as and when required. Work closely with the Service Workshop, Parts Department, Sales and Finance Teams to ensure timely customer feedback and high levels of service. Ensure a smooth end to end service process flow by providing technical and administrative support to customers Ensure ethical work practices to the highest standards towards maximum customer satisfaction and retention Maintain a professional appearance and approach. Be always Brand conscious with the promise of Great Value Great Service. Contribute positively to the OEM Balance Scorecard and CSI measures. Ensure a customer centric approach with an empathetic mindset. Preserve and grow the current client portfolio by ensuring best practice customer experience. Ensure all health, safety and hygiene requirements are fully adhered to in your daily work responsibilities.
Requirements:
- Warantees: 4 to 5 years
- Workshop Dealership Exp: 4 to 5 years
- Customer Service Advisor Exp: 4 to 5 years
. DESIRED REQUIREMENTS, EXPERIENCE & QUALIFICATIONS • Minimum of a Matric / Grade 12 – a recognised tertiary qualification will be a distinct advantage in motor vehicle trade, sales, marketing, finance, operations, general management principles, etc.
• At least 3-5 years operational working experience as a Customer Service Advisor in Service Workshop operations within the motor vehicle industry / dealership environment / with a recognised OEM brand – experience will be a distinct advantage.
• Must have In-depth technical knowledge of vehiclesservice, repairs and parts requirements.
• Must be able to managecustomers’expectations
. • Process and procedure driven
• Must be a team player and develop excellent working relations with all Parts, Service Workshop, Sales Finance and Support Staff
• Excellent negotiation skills
• A good command of the English and Afrikaans languages – spoken, read and written.
• A strong attention to detail.
• Must be able to work under pressure.
• Must have computer skills and ability to utilize Microsoft Word, Excel, Power point and Outlook, CMS, Evolve or a similar Service Workshop management system.
• Must have a valid driver’s licence
• Must be medically fit – note the job entails a hands-on approach where physical movement is required.to attend to customers and working with workshop staff.
• It is expected that the candidate has a clear criminal record based on the various verification checks that will be conducted.
• The role is open to all suitable South African candidates who meet the recruitment criteria.
• Although all suitable applications will be considered, it is preferred that the individual is based in the East Rand or close to the dealership.