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Job Description
Objective: Maximize service profitability through the use of professional sales techniques
- Sell additional products, services and repair works in a professional manner
Objective: Maximize customer awareness of all available Retailer services
- 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
Objective: Ensure highest level of customer care and satisfaction at all times
- 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
Objective: Maintain excellent standards of departmental administration
- Initiate job documentation and maintain customer records and follow-up systems
- Follow correct procedure when issuing loan cars to customers, ensuring all paperwork is completed correctly and copies of customer’s driving licence are obtained (when applicable)
- Document all warranty work as per Volkswagen requirements and retail policy and ensure the customer signs for all work undertaken
- Accurately maintain departmental systems
Objective: Help Retailer to achieve industry-leading standards of process efficiency
- Calculate accurate charges for all parts, labour and service repairs and provide customer estimates according to company policy on schedules, time and pricing
- Promptly prepare and present invoices following completion of work, ensuring all work has been carried out as detailed and charged for and obtain payment in line with company procedures
- Receive and register payments for work carried out and ensure that the correct company procedures are adopted for verification of payment, handling, transferring and depositing cash for the service department (if applicable)
- Ensure compliance to all health and safety / environmental / company policies
- Undertake other tasks and responsibilities as requested by the front-of-house Service Manager
Basic SR4000 Total SR6000
Skills
Personal Qualities
• Empathy and tolerance
• Ethical behaviour
• Responsibility
• Open-mindedness
• Self-confidence
• Customer-orientation
• Professional appearance
• Team player
• Communication skills
• Pro-active approach
Education
• Minimum GCSE in Maths and English
Experience
• Previous technical / service experience desirable
• Computer skills, including experience of operating word processing and database packages, email and internet
• Proven track record in delivering excellent customer service