SUMMARY:
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POSITION INFO:
Main Purpose of the Job
- Assist customers with service and maintenance needs.
- Ensure customer satisfaction with vehicles and the dealership.
- Act as a liaison between service/repair departments and customers.
- Resolve all customer complaints effectively and professionally.
Qualifications
- Grade 12 (Matric)
- Code B Driver’s License (Essential)
- Computer Literacy (Essential)
- Kerridge System Knowledge (Desirable)
- Knowledge of vehicle legislation, consumer law, and trade practices (Essential)
Experience Required
- Minimum of 3 years’ experience in the motor industry in an administrative or service advisor role.
Key Job Outputs
Book in Vehicles for Service or Repair
- Review job cards in preparation for the day.
- Greet and assist customers.
- Book in vehicles using standard checking and recording procedures.
- Check for active campaigns on the system.
- Record and confirm visible damage with customer consent.
- Prevent booking-related customer complaints.
Monitor Progress of Work
- Track vehicle repair/service status throughout the day.
- Proactively update customers on delays or additional work.
- Upsell additional work as needed:
- Request cost estimates.
- Communicate with the customer.
- Obtain approval for extra work.
- Schedule follow-ups if necessary.
- Ensure maintenance plan work is authorised properly.
Monitor Carry-Overs in the Workshop
- Identify and monitor possible carry-overs.
- Prevent delays by following up daily on:
- Parts availability and orders.
- Pending work tasks.
- Proactively inform customers about carry-overs.
- Order parts using the correct procedures and ensure authorisation.
- Keep customers informed about progress.
- Handle and resolve customer queries or complaints.
Vehicle Handover Post-Service/Repair
- Deliver vehicles at the promised time and in satisfactory condition:
- All work completed.
- Vehicle clean.
- Communicate any delays proactively.
- Clearly explain the invoice to the customer.
- Ensure payment agreements are authorised.
- Process and follow up on payments.
- Escort customers to their vehicles.
- Do not release vehicles without full payment or approved arrangements.
Ensure Customer Satisfaction
- Achieve or exceed CSI (Customer Satisfaction Index) targets.
- Proactively address customer concerns.
- Ensure 100% vehicle readiness at promised time.
- Resolve complaints within policy guidelines.
- Escalate unresolved complaints as necessary.
Complete Administration
- Maintain a daily control sheet of serviced/repaired vehicles.
- Provide accurate customer information.
- Update internal systems with any changes.
- Monitor and follow up on cash sales.
Execute Agreed Projects
- Agree on project plans, budgets, and timelines with the relevant manager.
- Deliver projects on time and within budget.
- Ensure sustainability of the completed initiatives.
Key Competencies Technical Competencies
- Administration
- Product knowledge
- Computer literacy
- Knowledge of industry standards and compliance
- Sales ability
- Customer needs analysis
- Diagnostic and interpretation skills
Behavioural Competencies
- Customer-focused and empathetic
- Strong verbal and written communication
- Assertive and tactful
- Emotionally mature and trustworthy
- Good interpersonal and conflict resolution skills
- Adaptable and resilient under pressure
- Good planning and time management
- Problem-solving and decision-making skills
- Active listening and negotiation
- Ethical and professional in conduct
