Job Description

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To provide prompt and quality services to customers relating to the service and repairs of vehicles, acting as an interface between the technician and the customer to ensure cost effective repair and service to both parties.

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Position Overview

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Specific Role Responsibilities

To maintain excellent standards of departmental administration, such as service sheets, invoices, job cards, warranty claims, authorisations,ect. To ensure accurate 'verbatim' customer information to uphold FRFT. To maintain customer database with contact details and information. To assist dealership in achieving industry standards of process efficency. To maintain and further develop own personal knowledge base in order to remain up to date. To deliver value to the customer by providing any necessary advice and recommendations that would enhance their experience of the brand To maximise customer awareness of all products and services available To develop and maintain high levels of customer satisfaction and customer loyalty to ensure repeat business To receive customers (directly or via Meet-n-Greet) in a professional and friendly manner in order to ensure they feel valued. To create collaborative internal and external partnerships in order to expedite service delivery. To take the initiative and exceed customer satisfaction, even in the face of setbacks or obstacles To liaise and interact with the customers accurately in order to completely understand and comprehend their service needs. To maintain contact with customers on an ongoing basis regarding any possible service concerns or additional requirements. To effectively interact and communicate with customers, explaining service details in an understandable and appropriate manner, involving Service Technicians when necessary. To ensure costumer complaints are effectively managed via dealer systems
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Qualifications and Experience

Grade 12 / Matric (essential) Basic technical understanding Essential). Additional language would be an 2-3 in automotive service Industry. OEM Group VW South Africa product knowledge. Internal procedures and process. Basic technical understanding . Basic mathematical knowledge (numeracy). Operating OEM systems
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Skills and Personal Attributes

Oral communication Administration Written communication People / customer interaction skills Diplomacy / resilience / dealing with pressure. Problem resolution / decision-making. Team working PC Skills * Customer