Job Description

Purpose

To provide support services to customers during the complete vehicle service process through communication, by providing feedback and after service follow ups and adhering to all administration requirements.

Position Overview

Specific Role Responsibilities

GENERIC JOB OUTPUTS

PROCESS

Adhere to current legal compliance, e.g. FICA regulation, POPI Act and Consumer Protection Act (CPA) and others. Deliver on agreed performance targets according to set procedures and service level agreements. Ensure accurate administration of invoices, refunds/payments etc. and other relevant documentation, to maintain excellent standards. Ensure customer assets are safeA-guarded as per company policies and procedures. Execute work in line with governance and compliance processes. Identify and apply known solutions to operational challenges and escalate unresolved issues. Record and report on work activities to provide timely and accurate information for decision making in area of accountability. Update relevant stakeholders and/or prepare all applicable documentation for loan/replacement vehicles in accordance with company/M/Importer standards, company policies and SOP's.

FINANCE

Execute work activities effectively and efficiently in order to maximise efficiencies and reduce unnecessary delays in achieving goals of the office.

CLIENT

Deliver services and/or products that create a culture which aims to meet or exceed customers' expectations in the business. Maintain customer database and communicate on an ongoing basis by providing service details, feedback on complaints and any concerns that the customer might have. Continuously monitor actual process turnaround times, quality standards and resolve issues speedily in accordance with company/M/Importer standards, to meet and exceed CSI objectives. Deliver work activities effectively to satisfy customers. Provide accurate information to customers on products and available services to ensure customer satisfaction. Receive customer when vehicle is brought in for a service, determine any concerns, notify the technician accordingly and provide feedback to customer.

PEOPLE

Attend learning initiatives to improve work quality and enhance own skills. Own and live up to company values.

Qualifications and Experience

Minimum Qualification

Higher Certificates and/or Advanced National (Vocational) Certificates with NQF Level 04

Minimum Experience

2 3 years experience in a similar environment

Skills and Personal Attributes

Minimum Requirements

Computer Literacy Proficient Industry legislative compliance/ knowledge. * OEM Compliance