Administrator: Bookings

The Administrator: Bookings is responsible for the way customers and visitors experience support. They are the first point of contact for customer support, customer enthusiasm and customer loyalty and represents the brand.

The Administrator: Bookings is the competent contact person for customers and visitors, supports and relieves the Service Advisor to ensure efficient customer support, and executing the correct processes right from the start.

**Position Overview**:
**Specific Role Responsibilities**:
**Operational**:

- Responsible for scheduling service and repair workshop appointments (workshop planning, collect-and-deliver service); accepting orders.
- Talking to customers on the phone re scheduling of required services and or postponements.
- Ensure maximum hours are loaded for the workshop per day system.
- Calculate technicians' hours booked hours sold and report excessive lost hours to Technician and Manager by keeping record of workshop staff on leave, sick and on training.
- Prepare job cards timeously and correctly and ensure customer data is updated and correct on operating system.
- Use drive operating system to update customer details, check for campaigns.
- Ensure that parts orders are captures on Resolve operating system.
- Offer pre-diagnoses to customer, i.e., Rattles, intermittent faults, squeaks, gearbox and air-con repairs.

**Customer focus**:

- Receiving, greeting and assisting visitors/customers. Answering phone line within 3 ring.
- Identifying customer requests, in particular the extent of work required, scheduling, customer mobility, additional work with the aim of professionally scheduling appointments and creating the basis for optimum order processing.
- Inquiring about the reason for the customer’s visit with the aim of identifying the specific need and providing suitable assistance. Asking for the following information: personal data, availability, current vehicle, current concern, desired service complaint.
- Ensure customer service (newspapers, music, videos, coffee, etc.) in clean and neat service reception area.
- Observing operations relevant to the customer with the aim of better handling customer requests without compromising reliability and deadlines.
- The booking clerk has the necessary role of conveying information that promotes communication and information between customers, the service area and the sales area. This requires accurately assimilating and imparting information.
- Accepting customer complaints amicably and forwarding them to the appropriate person.

**Qualifications and Experience**:

- Grade 12 / Matric (essential)
- Basic technical understanding (essential).
- Additional language would be an advantage
- 5 years’ experience as a booking clerk with the Audi / VW brand.
- VW Group South Africa product knowledge
- Internal procedures and processes.
- Basic technical understanding & Backround.
- Basic mathematical knowledge ( numeracy)

**Skills and Personal Attributes**:

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