Automotive Customer Service Specialist
2 months ago
We are seeking a highly skilled Service Advisor to join our team at Bonafide Human Capital (Pty) Ltd. As a Service Advisor, you will play a crucial role in providing exceptional customer service to our clients.
Key Responsibilities- Provide prompt and quality service to customers relating to the service, repair, and maintenance of vehicles.
- Act as an interface between the technical team and the customer to ensure cost-effective repairs and quality service is delivered.
- Prepare service estimates, sell routine maintenance/repair services, and conduct follow-ups regarding services and customer inquiries.
- Interact and communicate with customers effectively, explaining service details in an understandable and appropriate manner.
- Maximize customer awareness of all products and services available.
- Create collaborative internal and external partnerships to expedite service delivery.
- Schedule appointments, answer phones, and handle queries.
- Assist with the coordination of alternate transportation, car rental reservations, shuttle services, etc.
- Maintain excellent standards of departmental administration, including service sheets, invoices, job cards, warranty claims, authorisation, etc.
- Maintain customer database with contact details and information.
- Assist the dealership to achieve and maintain industry standards of process efficiency and service excellence.
- Develop and maintain high levels of customer satisfaction and customer loyalty to ensure repeat business.
- Ensure customer complaints are effectively managed via relevant CRM system/s.
- Maintain and further develop own personal knowledge base in order to remain current and relevant.
- Attend regular team meetings, sharing and receiving feedback in the interest of continuous improvement.
- Attend all relevant OEM training courses, and any other developmental training opportunities allocated.
- Matric
- Valid, unendorsed driver's license and the ability to competently and legitimately drive.
- Computer literate
- Knowledge of dealership policies and procedures is essential.
- Knowledge of competitive motor industry.
- Basic mathematical ability (numeracy)
- Knowledge of relevant operating systems would be an advantage.
- Multilingual with languages generally spoken across the area and customer base is necessary.
- Highly self-motivated, energetic and able to maintain a positive outlook.
- Ethical
- Need to acquire thorough knowledge of the vehicles they are handling – not just technical specs; but also, information about the manufacturer's warranty, dealership services, OEM updates, etc.
- Eager to participate in ongoing training opportunities made available by the organization and OEM for development purposes and/or to stay abreast of product or system changes.
- A team player
- Reliable
- Results driven and customer orientated
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