Job Description
High-level Job Purpose Statement Acts as liaison between the customer and service technicians working in the service facility. Works with customers to determine problems with a vehicle and provide technicians with accurate problem descriptions. Keeps the customer appropriately informed through the service process. Customer Service - Greet customers courteously; accurately capture customer vehicle complaint and advise service team - Attend to inquiries and complaints from customers and resolves problems to ensure all needs are met - Refer unresolved complaints or queries to the Supervisor reception or appropriate designate for resolution - Call customers who have had major repairs done in the last month to inquire about vehicle performance - Call customers to pre-schedule maintenance visits in order to reduce excessive walk-in traffic, waiting time, and to maximize utilization of off-peak business time Service Process - Record customer appointments, check service records and stamp service booklets - Complete customer check list detailing all information provided by the customer in terms of defect or service required - Enter data on system to obtain an estimate of the work to be performed and advise customer of the job cost estimates - Complete and process all paperwork, obtain customer signature, estimate repair time and delivery date to the customer, and explain any payment policies - Communicate with the customer any cost overruns (before they are incurred) or completion delays - Maintain daily/weekly record of promised delivery dates ensuring that customers are kept informed of the expected completion date - Receive invoices and obtain payment at the time of vehicle delivery to the customer Warranty Claims - Review warranty documentation where the customer requests work to be performed under the manufacturer’s warranty - Advise and provide explanations to customers where repairs cannot be covered by warranty - Coordinate and follow up on warranty jobs sent to authorized dealers to ensure timely completion of requested work - Provide all warranty documentation to Warranty function to support any claims with the franchisor Service Promotion - Ensure that all marketing material is properly exhibited in the reception areas - Mail service promotion material to targeted customers - Explain to customers special plans and promotions related to maintenance and accessories Minimum Requirements for the Role Qualifications: University Degree in Engineering or related field Experience: Minimum 1 year of experience in automotive maintenance Knowledge, Skills and Abilities: Excellent verbal and written communication skills, Excellent computer skills, Fluent in English and Arabic, and Excellent interpersonal skills
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