Job Description
The successful candidate will be responsible to deliver an advisory service in order to attend to non-technical service activities accurately and timeously as per agreed standard operating procedures.
Position Overview
Specific Role Responsibilities
- To deal with all customers and coordinate service work and time.
- To act as liaison between service customers and dealership.
- To promote the sales of labor and parts.
- Maintain a service appointment list.
- Obtain the customer’s approval and signature after first making sure the customer understands the dealership payment policy.
- Contact the customer for authorisation whenever the repair order needs to be extended beyond the agreed estimate and give him the new total cost estimate and new delivery time.
- Record the results of the contact on the repair order and any additional instructions authorised by the customer (or the customer’s refusal to authorise additional safety- related repairs).
- Follow up while the repair is in progress to ensure its completion on schedule in accordance with repair instructions.
- Maintain customer file (follow-up system), telephoning customers who have not responded to a mailing; ensure customer satisfaction by calling customers who have had major repairs.
- Settle customer complaints promptly.
- Explain to the customer work performed and parts replaced when presenting the invoice.
- Inform the Service Manager about trends in customer attitude, customer appointments, and shop performance.
- Inform the Sales Department of the customer‘s intention or possible intention to trade or sell.
- Perform test drive after completion of repairs if necessary.
- Attend training that the distributor provides for Service Advisor.
- Maintain neat and tidy appearance for greeting customer.
- Develop communication skills to reinforce customer relationship.
- Conform to warranty policies.
- Keep on top of Work In Progress
- Cash Outstanding.
Qualifications and Experience
- Min Matric
- 3-5 years work experience within the motor industry in a service advisor capacity with technical knowledge.
- Kia brand background would be an added advantage.
Skills and Personal Attributes
- Occupational Health and Safety
- Trust and Integrity