We need a Service Advisor Entry Level, Customer Relations
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This job description is a summary of the typical job duties and requirements that are essential to the evaluation of the job and is not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. On occasion, individuals classified on this job may be required to perform functions of a higher or lower skill level not included in this job description.
Job Summary/Purpose
The Service Advisor Entry Level, Customer Relations, is the primary point of contact between customers and the Toyota Service Branch. Responsible for ensuring a seamless service experience by assisting customers with vehicle maintenance and repair needs, providing accurate information, and coordinating service appointments.
Job Responsibilities
Responsibilities:
Operational:
1. Communicate with customers as the first contact at the service garage entrance to receive the vehicle, facilitates the work required by the customer whilst giving the highest standard of friendly customer service and customer satisfaction.
2. Acknowledge and greet customers politely and courteously when they enter the branch and assist them to the required area as per customer's need.
3. Inquire and collect the necessary information and data about the vehicle and its owner.
4. Record the customer requirements on a Job Order Form informing customer of estimated labor and parts charges when requested, inspect customer's vehicle and record any damage/comments on the Job Order Form (receipt of customer supplied product), sign same and allow customer to read, or read details to them, and obtain their signature (contract review).
5. Handover the customers' personal items found in vehicles when receiving vehicles.
6. Offer relevant add-on services, maintenance packages, or accessories to customers based on their vehicle's needs and preferences.
7. Enter details from Job Order Form and/or scan the Job Agreement in to the designated system and send to print at Control Tower, arrange for the vehicle to be taken to the service waiting parking area.
8. Submit the Job Card to the "Staff, Data Entry" to do the necessary.
9. Follow up with Job Controller to see if vehicle will be ready when promised or not based on any additional required job.
10. Obtain the customer's agreement and approval for any additional work after collecting all the required information from the designated "Team Leader" and update the system accordingly (new promised time and estimated cost).
11. Periodically check Job Cards and Register for any vehicles not completed as promised, establish reasons and advise customer of progress to avoid any miscommunication.
12. Ensure cleanliness of all ready vehicles and coordinate with the designated employee for vehicles that are part of Door-To-Door service.
13. Acknowledge and greet returning customers politely and courteously when they enter the branch, explain the details of the work done, parts changed, notes on the Quality Control Sheet. etc.
14. Issue Gate Passes and ensure correct distribution to facilitate the timely delivery of a customer's outgoing vehicle.
15. Monitor and track all pending open WIP orders to ensure timely invoicing of all his orders.
16. Take special, even priority, care of a customer with returned work or who has a complaint on the service rendered and that the same is properly recorded in the Customer Contact system and inform the Reception Supervisor or the Master Service Advisor.
Education - Alternate
Vocational Certificate
Lingusitic Abilities
Arabic
Techno-Functional Competencies
B-MS PowerPoint
B-Vehicles Components and Accessories - Service
B-Document Archival, Security and Management
B-General Repair
B-Vehicle Receiving Process
B-Periodic Maintenance
B-Business Writing
B-MS Excel
B-Body and Paint
B-Policies and Procedures
B-E Synergy
B-MS Word
B-Products and Services
Behavioral Competencies
5 - Customer Orientation
5 - Achievement Orientation
5 - Impact and Influence
5 - Execution Excellence
5 - Personal Effectiveness
5 - Problem Solving
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