Location:
Germiston, Gauteng
Job Overview
This role is responsible for delivering prompt, high-quality customer service related to vehicle servicing and repairs. The position acts as a liaison between technicians and customers to ensure services are carried out effectively, cost-efficiently, and to the satisfaction of all parties.
Key Responsibilities
- Maintain high standards of departmental administration, including accurate handling of service sheets, invoices, job cards, warranty claims, and authorization processes.
- Ensure precise and complete customer information is recorded to uphold service quality.
- Keep the customer database updated with accurate contact details and preferences.
- Support the dealership in meeting industry service process standards.
- Continuously expand and update product and service knowledge.
- Provide valuable advice and recommendations to enhance the customer experience with the brand.
- Actively promote dealership products and services to increase customer awareness.
- Build and maintain strong customer relationships to drive satisfaction, loyalty, and repeat business.
- Greet and receive customers in a professional, courteous manner, ensuring a welcoming experience.
- Foster collaborative internal and external relationships to expedite service delivery.
- Proactively go the extra mile to meet and exceed customer expectations, even in challenging situations.
- Accurately assess and understand customer service needs through clear communication.
- Maintain ongoing communication with customers regarding service updates and additional requirements.
- Clearly explain technical service details in an approachable manner, involving technicians when necessary.
- Manage customer complaints effectively using internal dealer systems.
Qualifications & Experience
- Matric / Grade 12 (compulsory)
- Basic understanding of automotive technology (essential)
- Proficiency in an additional language is advantageous
- 2–3 years of experience in the automotive service industry
- Familiarity with OEM Group South Africa products
- Understanding of internal procedures and dealership operations
- Basic technical background and numerical proficiency
- Experience with OEM systems
Skills & Attributes
- Excellent verbal and written communication
- Strong administrative and organizational skills
- Customer-focused mindset with strong interpersonal abilities
- Diplomacy, adaptability, and emotional resilience
- Effective problem-solving and decision-making skills
- Ability to work both independently and within a team
- Proficient in using PCs and dealership software
