Responsibilities And Duties
- Ensure that the Service department contributes to customer satisfaction by providing optimal customer care
- Promote the dealers service departments capabilities and strengths
- Determine customer needs and communicate these to the service shop and deliver the vehicle on time
- Understand the customer's concerns
- Record customer requirements and details accurately
- Identify potential marketing opportunities
- Promote dealer service benefits to potential customers
- Answer telephone as per Toyota Telephone Standards
- Strictly use current Standard Operating Procedure for Reception Process to take appointments
- Ensure customers are notified of payment prior to collection
- Ensure all warranty and motorplan work has been identified and signed for by the customer
- Maintain effective communication / liaison with customers and workshop staff
- Take initiative to make decisions in the best interest of the customer
- Maintain regular contact with the customer
- Ensure vehicle is completed at promised time
- Sell features, advantages and benefits to the customer
- Monitor sub-let repairs
- Follow-up on awaiting parts - special order parts
- Sell additional products, services and repairs in a professional manner
- Ensure all repairs and parts, as requested, have been carried out and charged for
- Do all internal jobs and invoicing
- Handle Tracker customers
- Matric / Grade 12
- Sound / basic technical product knowledge
- Good people handling and leadership skills including communication skills
- Ability to communicate empathetically with customers
- Fully bilingual (English & Afrikaans)
- Good listening skills
- Good time management and administrative skills
