Job Description
Key Responsibilities
To make customer bookings and plan customer arrival times.
To greet and welcome the customers in a courteous ,efficient and considerate manner.
Answer the telephone inquiries within 3 rings with a helpful and professional manner.
Carry out joint road test and physical inspections where necessary to avoid repeat repairs
Promote the sales of optional services & accessories to increase revenue.
Complete Repair Orders and inform customers of approximate pricing at the time of receiving the vehicle to avoid customer dissatisfaction at time of deliver.
Ensure the vehicle is fixed right at 1st time by implementing the quality procedure.
Take proper inventory for customer vehicles (check for damage, tools, valuables etc.) and inform the customer of any discrepancies found with the customer’s signature as acknowledgement on the work order.
Monitor progress in workshop using the follow up sheet to ensure the repairs are carried out within promised delivery times & contact customer if any delay is expected.
Ensure the repair estimate is correctly made and provided to the customer.
Notify and obtain customer approval for additional work required.
All documents (Job card closed, parts confirmed, performa attached )to be ready before delivery including the vehicle washed and kept in the ready vehicle parking , to avoid last minute issues.
Customer’s invoice should be presented after the customer inspects the vehicle.
Present invoices for payment providing explanation of charges and warranty/goodwill procedures where required.
Maintain Customer Record Files, update on Workshop system (DMS) on daily basis to ensure accuracy of Dealership database.
Maintain a customer contact system including: Making contact with customer on day following service or repair work to ensure satisfaction with work carried out.
Follow-up of lapsed customers to demonstrate continued interest in their after sales requirements.
Any relevant ad-hoc duties and/or relevant special projects may be assigned by the Management.
