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Job Summary
Key Performance Areas1. Booking Appointments: Schedule appointments for vehicle servicing, maintenance, repairs, and other related services requested by customers.
2. Customer Interaction: Interact with customers via phone, email, or in-person to understand their service needs, address inquiries, and provide information regarding available appointment slots, service options, and pricing.
3. Appointment Scheduling: Use dealership management software or scheduling systems to book appointments, ensuring efficient allocation of service bays and technicians' time.
4. Service Recommendations: Provide customers with recommendations for routine maintenance based on mileage, manufacturer guidelines, and vehicle inspection results.
5. Confirmations and Reminders: Confirm scheduled appointments with customers via phone, email, or SMS and send appointment reminders to reduce no-shows and ensure timely arrivals.
6. Documentation: Maintain accurate records of appointments, service requests, customer information, and service histories in the dealership's database or CRM system.
7. Coordination with Service Department: Liaise with the service department to ensure they are adequately staffed and prepared for scheduled appointments, including parts availability if needed.
8. Upselling and Cross-selling: Identify opportunities to upsell additional services or products based on customers' vehicle maintenance needs and dealership promotions.
9. Customer Satisfaction: Ensure a high level of customer satisfaction by providing excellent service, addressing concerns or complaints promptly, and following up with customers post-service to ensure their expectations were met.
10. Administrative Tasks: Assist with general administrative duties such as filing paperwork, processing payments, and maintaining a clean and organized workspace.
11. Team Collaboration: Collaborate with other dealership staff, including service advisors, technicians, and parts department personnel, to ensure smooth operations and customer satisfaction.
12. Compliance: Ensure compliance with dealership policies, procedures, and industry regulations related to customer service, vehicle servicing, data privacy, and consumer rights.
13.Training and Development: Stay updated on dealership services, vehicle models, maintenance procedures, and industry trends through training sessions and self-study to enhance job performance and customer interactions.
Minimum Requirements
- Minimum Senior Certificate - Grade 12
- Fully Bilingual (English, Afrikaans) – a third SA language would be an advantage
- Would be considered an advantage if working experience was within Jaguar Land Rover Dealership
- Motor dealership industry experience is essential
- Working Experience in the role of Bookings Clerk within a Dealership would be preferred.
- Some mechanical knowledge would be a significant advantage
Essential Competencies/Skills/Knowledge:
- Communication with Impact
- Customer & Service Orientation
- Problem Solving
- Motivation to Perform & Achieve Results
- Self-Management and Resilience
A competitive salary is offered plus an incentive scheme, as well as standard company benefits such as medical aid and provident fund contributions.
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