Automotive Customer Service Specialist

6 days ago


Durban, KwaZulu-Natal, South Africa Bonafide Human Capital (Pty) Ltd Full time
Job Title: Service AdvisorDescription

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.
Requirements

  • 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.
Essential Skills and Attributes

  • 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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