SERVICE ADVISOR (Automotive Industry, Harare)

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SERVICE ADVISOR (Automotive Industry, Harare) :

  • Full Time

Job Summary

Our client in Automotive industry is looking for Service Advisor to join their dynamic team. The incumbent will be responsible for ensuring customer satisfaction through effectively identifying customer needs and communicating to them to the workshop staff in a clear and effective fashion, hence fixing the job right.

•Ensure that all vehicles are locked and secured at the end of business each day
•Place client’s keys in the key cabinet provided and not in desk drawers
•Each morning ensure that the vehicle keys are given to the technicians / drivers so that the vehicles may be moved
•Assist in putting the keys in the vehicles should the need arise and should technicians/drivers be busy
•Back-up of information to be effected onto a memory stick
•Appointment Preparation
-Prepare and request parts, equipment and human resources the day before appointment is booked
-Phone ahead and confirm with the client that they are still able to make their appointment
•Booking in process
-If the vehicle has been brought to the dealership previously, you are required to pull out the previous Job Card to confirm whether or not the vehicle needs attention that may have been reported previously and this needs to be addressed with the customer when they arrive for their appointment.
-Install seat covers, floor mats and hanging cards in front of the customer
-Record any damages to the vehicle
-Record any valuables and if not taken by the client, ensure that goods are removed and placed in a safe storage place until the client makes a collection
-Update Vehicle Service book which should be replaced in the customer’s vehicle
-Update Service Sticker
-Ensure that the client has signed the Job Card in Agreement with the work to be carried out and our terms and conditions. If in the event, a driver has brought the vehicle, in the case of fleet vehicle(s) then a written undertaking (e-mail) and/or an authorized Order should be present. Such driver may “per procurationem” (pp).
-Writing should be legible on all job cards. The five “w” + one “h” should always be implemented when capturing diagnostic information these and should be as comprehensive as reasonably possible
•Workshop Flow process
-Liaise effectively with the Workshop Controller and Parts Department with regards to potential challenges involving the repairs and engage with the Managing Director should the need arise
-Liaise effectively with the Finance Controller and Debtors Controller to ensure correct management of the account and payment method(s)
-Effectively liaise with the parts department for quotes and workshop controller and stay well informed of job progress, delays, completion times and recommended future work that is required on the vehicle
-Be mindful of where the vehicle is within the workflow and ensure that the client is advised when he/she may make a collection and ensure that the Debtors Controller is readied to issue an invoice so as not to delay the customer upon collection of the vehicle
•Collection of Vehicle / Hand Over Procedure
-Show all the replaced parts, or repaired area on the vehicle
-Explain what work was carried out, parts used and costs
-Return all customers belongings that may have been removed for safe-keeping
-Confirm the customers preferred method of follow up i.e. Post Service Follow up

Duties and Responsibilities

Service Advisors must accurately explain warranty coverage to customers in accordance with the 5 Step Warranty Explanation process
-Check and confirm the odometer reading to confirm that the vehicle is under warranty
-Request the assistance of the Technical Advisor if support is needed
-Effectively explain to the customer what work will need to be carried out and confirm what repair is and is not covered under warranty

Complaint Handling
-Receive the complaint
-Listen with your eyes and ears
-Establish the facts and find out the causes
-Complete the General Complaints form and liaise with the Workshop Controller providing him with all correspondences and Job Card(s) in order for the matter to be taken dealt with effectively.

Qualifications and Experience

Special Order(s)
-Create Job Cards for any special orders and log them into the Dealer Management System. Information should include part numbers and estimated time of arrival in Harare
-Communicate with client’s awaiting Special Orders often updating them with the progress being made and communicating with them the estimated time of arrival and/or delays being faced
-Once Special Orders have arrived, communicate with the client to set up the next appointment for fitment

Managing the customer and customer expectations as set out in training. Managing and updating all data bases necessary for booking, Post Service Follow Up and CSI reports. Liaising with and managing the vehicle service cycle and up-selling / canvassing for new business. Managing queries received from the customer in relation to finances effectively and ensuring that direction is sought of the Finance Controller or Managing Director.

How to Apply

Urgently apply if you are interested and indicate your salary expectations and your notice period, attach your CV in word format to: [email protected]

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