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1. KEY PERFORMANCE INDICATORS (KPIs)

 

• To provide an outstanding level of customer care ensuring the highest standards of satisfaction at all times.
• Book service and repair work always ensuring workshop and parts availability.
• To keep customers fully informed of progress and advise of extra work needed.
• To invoice on time and accurately used warranty transactions are submitted and invoiced daily.
• Document all warranty work as per manufacturer requirements and retail policy and ensure the customer signs for all work undertaken.
• Accurately maintain departmental systems.
• Ensure compliance to all health and safety / environmental / company policies.
• Writing service orders and descriptions of problems and repairs.
• Test-driving vehicles to confirm service repairs.
• Answer customer’s questions regarding technical problems in a manner that is easily understood and does not use excessive jargon, or find the appropriate member of staff to do so.
• Pro-actively contact customers to update them on progress of work.
• Notify customers promptly of completion of work.
• Handle dissatisfied customers calmly and all customer complaints to be brought to the attention of the Service Manager.

        2. CONDUCT

• Abides by and upholds the Company’s “Code of Conduct” and values both inside and outside the Company.

        3. GENERAL

• Must be willing to do any other reasonable and lawful duties delegated by his/her manager and must be carried out correctly and on time

       4. CORE COMPETENCIES

• Planning and Organizing
• Attention to detail
• Deciding and Initiating Action
• Adhering to Principles and Values
• Persuading and Influencing
• Presenting and Communicating Information
• Delivering Results
• Adapting and responding to change​

        5. SKILLS REQUIREMENTS

• Strong communication skills.  The ability to communicate in a professional manner and managing customer orders is vital to success.
• Highly developed customer relations skills required
• Excellent interpersonal and coaching skills.
• Good computer skills in a Microsoft Windows environment. Must include Excel and skills in database management and record keeping.​

6. EDUCATION AND EXPERIENCE

• Grade 12
• At least 2 years’ of working experience in customer service role and in the automotive industry will be an advantage.

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