Customer Service Focus

• Customer Satisfaction:
• To maximise dealership profile
• To ensure the highest degree of efficiency and understanding of customer requirements
• To provide customer estimates according to company policy on schedules, times and pricing

Operational / Commercial Focus

• Record maintenance:
• To initiate job documentation and maintain customer records and follow-up systems
• To document all warranty work as per manufacturers' requirements and dealership policy
• To ensure outstanding RECALLS are checked and logged against the appropriate vehicles.
• To accurately record, update & maintain customer data on all data systems used
• To accurately maintain the service department loading system
• To accurately record all customer contacts made and the result of those contacts
• To accurately maintain document control system

Business Focus

• Improve profitability:
• To ensure customer awareness of all products and services available
• To sell additional products, services and repair work in a professional manner
• To carry out promotional work as directed and with enthusiasm
• To sell and negotiate retail service requirements

Personal Qualities

• To be impeccable in appearance and dress to corporate standards
• Ability to communicate clearly and concisely with customers and other staff members
• Ability to be accurate and precise
• Up-to-date knowledge, where appropriate, of computerised recording procedures
• Ability to handle upset customers effectively

Education

• Training in 'service selling' techniques
• Technical qualifications an added advantage
• GCSE in maths and english

Experience

• Should be able to :
• - Ensure prospective aftersales customers are fully aware of the benefits of using aftersales facilities, so aftersales experience is helpful
• - Communicate across departments and levels
• - Experience of telephone customer handling