Mascor Toyota: Service Adviser

Customer Service
- Always give friendly and qualified customer service.
- Treat the customer in such a manner that a high level of confidence is developed.
- Operate a customer friendly concern resolution process.
- When a customer has a complaint, do not try to win the arguments and thereby risk losing the customer. Use the opportunity to give the customer a positive surprise and you may win a customer for life.Advising Processes
- Welcome the customer by name; demonstrate a personal interest in the customer and his requirement/concerns.
- Listen carefully to all customers wants, requirements and concerns.
- Complete job card in detail.
- Agree with the customer his 3 main areas of interest:
Total Repair content

Total repair cost (labour and parts)

Repair completion time
- Have the customer sign the repair order/quotation
- Ask the customer to tick in the repair order his method of payment.
- Arrange for customer care. Repair process
- Allocate all work on a daily/weekly basis
- Fully utilise the workshop capacity by correctly operating the workshop planning board.
- Ensure that the objective time per repair order is used for planning purposes.
- The order copy for the workshop should be put in to the Workshop planning board for planning purposes and mechanic use.
- The repair order should also show the repair objective time according to the Flat Rate labour time schedule.
- One copy of the repair order parts pre picking slip should immediately be passed to the parts department for parts pre-picking purposes.
- Perform a close follow-up of repair order processing and completion in the workshop to ensure meeting customer promises on completion times.
- Give advice on the repair order content and customer wants to the mechanic/workshop foreman as appropriate.
- Work in close co-operation with the parts store to assist achieving a high level of parts availability and conduct a follow-up system for missing parts (workshop planning board).
- Ensure that customers are kept up to date on the progress of their repairs.
- Reduce Work in Progress to a miniumum on a daily basis.
- Ensure technicians time worked and sold is captured daily.
- Ensure all warranty and Product Improvement Programmes are carried out timeously.
- Attention to detial and meet deadlines

Vehicle return process
- The Service Advisor should specifically check the appearance and function of all repaired vehicle (Ag Equipment washed and cleaned).
- Ensure that all promises given to the customer are fully met.
- As soon as the vehicle is ready the Service Advisor should call the customer and inform him about immediate vehicle availability
- Explain to the customer the work done on the vehicle / equipment.
- Accompany the customer to the cashier for paying the cash sale invoice.

**Qualifications**:
Matric-National Senior Certificate
- Grade 12 (Essential)

NQF L4 - School/College/Training Certificates (Essential)

**Experience**:
Technical Experience - 0 year (Essential)