Service Advisor: Non-Technical | Ford Diep River at Motus Holdings Limited

Specific Role Responsibilities

Key Tasks:

• Receive customers in a professional and friendly manner in order to ensure they feel valued.
• Liaise and interact with customers attentively in order to completely understand and comprehend their service needs.
• Prepare service estimates, sell routine maintenance/ repair services and conduct follow-ups regarding services and customer inquiries.
• Interact and communicate with customers effectively, explaining service details in an understandable and appropriate manner, involving Service Technicians when necessary.
• Maximise customer awareness of all products and services available.
• Create collaborative internal and external partnerships in order to expedite service delivery.
• Schedule appointments, answers phones and handle queries.
• Assist with the coordination of alternate transportation, car rental reservations, shuttle services etc.
• Maintain excellent standards of departmental administration such as service sheets, invoices, job cards, warranty claims, authorisation etc.
• Maintain customer database with contact details and information.
• Assist the dealership to achieve and maintain industry standards of process efficiency and service excellence.
• Develop and maintain high levels of customer satisfaction and customer loyalty to ensure repeat business.
• Ensure customer complaints are effectively managed via relevant CRM system/s.
• Maintain and further develop own personal knowledge base in order to remain current and relevant.
• Attend regular team meetings, sharing and receiving feedback in the interest of continuous improvement.
• Attend all relevant OEM training courses, and any other developmental training opportunities allocated.
• Perform other duties as requested.

Qualifications and Experience

Experience Required:

• A minimum of 5 years in the automotive service industry. Prior experience in a technical role or as a service advisor would be ideal.
• Basic technical understanding and background with the Ford brand is essential.

Qualifications Required:

• Senior Certificate (Grade 12)

Other Requirements:

• Valid, unendorsed drivers license and the ability to competently and legitimately drive.
• Computer literate
• Knowledge of dealership policies and procedures is essential.
• Knowledge of competitive motor industry.
• Basic mathematical ability (numeracy)
• Knowledge of relevant operating systems would be an advantage.
• Multilingual with languages generally spoken across the area and customer base is necessary.