To deal with all service customers in an efficient and courteous manner and to ensure a high standard of customer service.To help ensure customers are processed quickly through Reception and that paperwork and systems are operated smoothly.
To comply with and maintain Company policies, standards and procedures relating to quality and customer care within your Department.
MAIN DUTIES AND RESPONSIBILITIES:
To accommodate the requirements of customers in a professional and courteous manner, through telephone and direct contact.
To observe the Company and statutory regulations in respect of Health and Safety policy.
Maintain the highest level of cleanliness and housekeeping within your area of responsibility.
Load the Workshop to the level stipulated by your Manager.
Ensure that all customer personal and vehicle details are accurately entered onto the database.
Ensure that mechanical check forms and invoices are prepared and ready for presentation to customers at the agreed time.
Ensure that all cash account payments are taken prior to release of the vehicle, unless authorised otherwise by the Aftersales controller.
Whenever possible contact customers, in advance, to advise completion of repairs or maintenance.
Obtain prior authorisation and ensure the required documentation is completed for work on vehicles operated by lease companies.
Ensure that loan vehicles are released to customers only when the appropriate documentation is completed and evidence of insurance validated.
Ensure that all warranty criteria are observed including:
a) Accurate and detailed reception write up.
b) No manually entered additions appear on warranty job cards.
c) Advice regarding parts ordered is clearly indicated.
d) The correct identification concerning repeat repair is entered.
Inform the Aftersales controller of any situation where a customer’s concern is likely to result in dissatisfaction.
Ensure accurate reconciliation of all transactions.
Ensure accurate logging of job cards onto the daily control indicating hours worked and invoiced.