Services Advisor - Jeddah
Full time
at SAMACO Automotive
in
Saudi Arabia
Posted on May 8, 2024
Job details
Objectives
- Ensure customer awareness of all products and services available.
- Sell additional products, services and repair work as appropriate to customer needs and in accordance with individual and/or team targets.
- Understand features and benefits of products and services and promote these accordingly. • Undertake prospecting to generate additional business.
- Accurately maintain departmental systems including (but not limited to) customer records, job documentation, alternative transport and customer follow-up systems.
- Carry out relevant preparation for the customer’s visit (eg. pre-calls; print job cards; field campaigns, DISS reports, TPI’s (Technical Product Information) etc.) in line with service core process, updating documentation accordingly.
- Offer extra services to every customer, including a vehicle health check (VHC), bringing their attention to any relevant current service offers, linking to relevant benefits such as safety.
- Visually inspect customer vehicles and loan cars, documenting any damage where relevant. • Provide customer estimates calculating accurate charges for all parts, labour and service repairs. • Promptly prepare and explain invoices following completion of work, ensuring charges/details are accurate. • Verify and obtain copies of documentation where relevant, such as customer’s driving licence or insurance documents when issuing loan cars.
- Gain prior authorisation from the customer for completion of work, including signatures as required. • Receive and process payments promptly and in accordance with company procedures. • Document all warranty work as per the manufacturer’s requirements and company policy. • Meet all deadlines as set by your line manager, the company or the manufacturer.
- Sell additional products, services and repair works in a professional manner
- Ensure customer awareness of all products and services available
- Approach all customers and assist with requests, including requests regarding parts, vehicle sales and repair • Maintain effective liaison with sales, parts and workshop teams
- Ensure the tidiness of the reception desk to promote the professional image of the retail facility and that all displays / promotions, prices, materials etc are current and in first class condition
- Maintain a presence at the service reception desk, ensuring that all customer queries (whether in person or on the telephone) are answered or dealt with immediately
- Answer customer’s questions regarding technical problems in a manner that is easily understood and does not use excessive jargon, or find the appropriate member of staff to do so
- Notify customers promptly of completion of work
- Ensure account customers have sufficient credit to enable all work advised to be carried out as agreed • Handle dissatisfied customers calmly and all customer complaints to be brought to the attention of the Service Manager
- Maintain high levels of customer satisfaction whilst maximising profits.
- Ensure that all customers are received promptly, courteously and professionally at all times. • Conduct a thorough qualification to understand customer needs and requirements.
- Communicate clearly, courteously and promptly via appropriate media.
- Provide clear, tactful advice and explanations to customers, checking their understanding. • Ensure that all customer requests and queries are acknowledged and dealt with or forwarded to an appropriate person promptly.
- Keep customers informed in relation to the progress of repairs, services or any general queries. • Manage the handover of the vehicle to the customer, providing them with a clear explanation of the works carried out on the vehicle ensuring that they have a full understanding, using non-technical language where appropriate.
- Key Competencies Customer Focus
- Approach every situation with a desire to understand and deliver
- Listen effectively and communicate clearly
- Use every contact with the customer to build a relationship
- Take responsibility to ensure nothing is left to chance
- Responding to customer requests
- Booking in vehicles for service / repair
- Checking in vehicles
- Track vehicle through the workshop
- Handover the vehicle
- Achieve incremental sales
- Use technology effectively
- Manage your own performance
- Contribute to effective working
- Deal with customer complaints
- Contribute to improved service processes
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