Job Purpose:
To act as the main point of contact between customers and the service center, ensuring an exceptional customer experience by accurately understanding service needs, raising repair orders, and coordinating with technical teams. This role is critical in delivering timely and high-quality service by efficiently managing customer expectations and vehicle flow through the service process.
Key Responsibilities:
- Receive Customer cars for Service and Repair Jobs and raise repair orders on Dealer Management Systems.
- Technically competent to understand the customer needs and requirements and accordingly raise Service Orders.
- Filling customer data on the system using (Data Accuracy Rate).
- Promotion of Special Service Campaign.
- Able to provide detailed explanations on jobs to be carried out on vehicles.
- Provide a detailed explanation and technical justification for additional repairs with cost Estimate and obtain approval from customers.
- Ability to advise customers on the required vital jobs.
- Should have flair for Selling Value-added Services, Service Contracts, and accessories.
- Able to make every effort to resolve Customer Complaints and ensure the customer has a positive ownership experience.
- Regularly follow up with Workshop controller and technicians on his vehicles and update Customers regularly on the job progress and ensure delivery of the vehicle at the promised time.
- Raise special orders for parts not available and follow up and keep customers informed.
- Follow up payments of credit customers and ensure collection within a stipulated time.
- Conduct post-service follow-up to ensure customer satisfaction.
Qualifications & Requirements:
- Bachelor's degree in Automotive Engineering from a recognized institution.
- 23 years of hands-on experience in a certified or authorized automotive service center.
- Strong verbal and written communication skills in English.
- Proficiency in basic computer applications and dealership management systems.
- Well-presented with a professional demeanor.
- Solid negotiation and interpersonal skills.
- Proven ability to upsell value-added services and handle customer concerns effectively.
