Advise customers on the care of their cars and the
value of maintaining their vehicles in accordance
with manufacturers’ specifications
Approach all customers and assist with requests,
including requests regarding parts, vehicle sales
and repairs
Communicates with the customer on estimates
according to company policy on schedules, time
and pricing
Completes the incoming vehicle inspection sheet,
initiates job cards/documentation and obtains the
customers signature
Confirms the vehicle full service history exists for
warranty purposes and for recommending
appropriate services
Documents all warranty work as required and
retail policy and ensure the customer signs for all
work undertaken
Ensures all jobs carried out are explained and
approved by customers prior to the vehicle
delivery
Ensures unresolved customer complaints are
escalated to the Service Manager or appropriate
person
Establishes customer’s method of payment;
obtains credit approval if necessary
Follows correct procedures when issuing loan cars
to customers, ensuring all paperwork is
completed correctly and copies of customer’s
driving licenses are obtained (where applicable)
Follows up with customers on service repairs post
deliver of the vehicle to maintain a high level of
Customer Satisfaction Index (CSI)
Maintains a presence at the service reception
desk, ensuring that all customer queries.
Maintains an effective appointment system to
verify customer problems, recommends/sells
additional services and communicates customer
concerns properly and accurately
Maintains effective liaison with sales, parts and
service center teams
Maintains the Work in Progress – WIP in
accordance to the set parameters
Monitors progress of repair or service; keeps
customer informed on changes in estimates or
delivery times
Notifies customers promptly of completion of
work after the job card is closed appropriately
Obtains correct and appropriate authorization
from customers before commissioning repairs or
services.
Work and maintain all operations within the ISO
9002 and HSE standards set by the company