Job Description

Service Desk Consultant
Edenvale
Must have Motor Industry Experience
Communication Skills:
Ability to explain technical information in plain, non-technical terms.
Active listening, empathy, and professional telephone/email etiquette.
Customer Service Orientation:
Strong focus on building long-term customer relationships.
Conflict resolution and complaint handling skills.
Sales & Advisory Skills:
Confidence in presenting service options, costs, and benefits.
Ability to upsell without pressuring customers.
Organisational Skills:
Ability to manage multiple customer cases simultaneously.
Accuracy in documentation and time management.
Technical Awareness:
Basic understanding of vehicle systems, servicing, and repairs.
Familiarity with dealership management systems (CMS) and job card processes.
Role Activities
Customer Reception & Engagement
Greet customers professionally on arrival and establish service requirements.
Actively listen to customer concerns, accurately recording symptoms, issues, or requests.
Build trust and rapport through clear and courteous communication.
Service & Repair Explanation
Translate technical findings from the workshop into clear, customer-friendly language.
Explain required services, maintenance schedules, or repair work in detail.
Ensure the customer fully understands safety-critical issues versus optional repairs.
Workflow & Liaison
Act as the communication link between the customer and workshop technicians.
Update customers regularly on job progress, delays, or additional work requirements.
Ensure all agreed work is properly documented on the job card system.
Customer Education & Upselling
Educate customers about preventative maintenance and manufacturer-recommended services.
Promote value-added products and services (e.g., service plans, extended warranties).
Provide professional advice to support informed customer decisions.

Skills Required