Internal Vacancy

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.

To maximize the profitability of the Service department by means of effective costing and claims within warranty parameters.

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

- To maintain excellent standards of departmental administration, such as service sheets, invoices, job cards, warranty claims, authorisations,
- To ensure accurate 'verbatim' customer information to uphold
- To maintain customer database with contact details and
- To assist dealership in achieving industry standards of process
- To maintain and further develop own personal knowledge base in order to remain up-to-date.

Customer focus:

- 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
- To develop and maintain high levels of customer satisfaction and customer loyalty to ensure repeat
- To receive customers (directly or via Meet-n-Greet) in a professional and friendly manner in order to ensure they feel
- To create collaborative internal and external partnerships in order to expedite service
- To take the initiative and exceed customer satisfaction, even in the face of setbacks or
- To liaise and interact with the customers accurately in order to completely understand and comprehend their service
- To maintain contact with customers on an ongoing basis regarding any possible service concerns or additional
- To effectively interact and communicate with customers, explaining service details in an understandable and appropriate manner, involving Service Technicians when
- To ensure costumer complaints are effectively managed via CRM'

Customer Satisfaction
- Process all warranty claims in line with Isuzu and dealership policies and procedures. Liaise with the relevant staff in the service department and at IsuzuSA to resolve costing and warranty issues

Campaign Coordinator, Service Core Processes Gate Keeper
- Download relevant campaign information from Partner Net and pass on information to the service manager to be
- Warranty Claims
- Gate 1 Service Core Process - checking before loading on system. Quality control - Warranty Submissions and
- Gate 2 - Pre-Repair commencement
- Gate 3 - Quality
- Gate 4 -Costing

Return defective parts to manufacturer as required

**Qualifications and Experience**:

- ISUZUSA Group South Africa product
- Internal procedures and
- Basic technical understanding & background.
- Basic mathematical knowledge (numeracy).
- Operating ELSA-pro, Kerridge, and ETKA.
- Higher Certificates and/or Advanced National (Vocational) Certificates with NQF Level
- Valid Driver’s
- Computer Literacy,
- 1-year experience in similar environment.
- Knowledge of ISUZU Warranty and Costing policy and procedures will be an
- Knowledge of ISUZUSA and Motus operating systems (SAGA/ELSA/Kerridge)
- 2-3 In automotive service Industry

**Skills and Personal Attributes**:

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

Customer focus.
- Display high value and integrity in task execution.
- Remains calm in emotional and stressful
- Open to
- Understands the business value chain and the role own team plays in delivering value to
- Quickly builds effective relationships with colleagues, manager and key stakeholders/customers.
- Team
- Embracing diversity and
- Attention to and insight in business
- Identify problems, report and suggest