KEY DUTIES AND RESPONSIBILITIES
• Greet customers in a professional, courteous, and welcoming manner, creating a positive first impression.
• Listen to and accurately record customer concerns, symptoms, and service requests.
• Provide advice on routine maintenance, warranty coverage, and recommended services to ensure vehicle reliability and performance.
• Schedule service appointments and coordinate workshop capacity based on technician availability and job priority.
• Create detailed and accurate job cards using the Dealer Management System (DMS), ensuring clear communication of customer requirements to workshop personnel.
• Monitor job progress and proactively update customers on vehicle status, expected completion times, and any unforeseen delays.
• Prepare and present service estimates, explaining work needed and associated costs in a transparent manner.
• Obtain customer approval for repairs and additional work required, ensuring compliance with internal authorization processes.
• Coordinate with the parts department to ensure availability of required components.
• Finalize invoices and review with customers upon vehicle delivery, answering any billing questions.
• Ensure all completed jobs meet quality and safety standards before delivery to the customer.
• Conduct post-service follow-up to measure customer satisfaction and resolve any complaints or concerns.
• Actively participate in continuous improvement initiatives to enhance service delivery and retention rates.
• Ensure compliance with Mercedes-Benz service processes, brand standards, warranty procedures, and regulatory guidelines.
• Maintain accurate customer records, service history, and feedback logs. • Provide daily updates to the Aftersales Manager on bookings, customer feedback, and job status.
• Uphold company values throughout business practices and utilise sound judgment in decision making.
• Any other additional duties as may be required by management based on needs of the business.
POSITION REQUIREMENTS WORK EXPERIENCE
• A minimum of 1-3 years working experience in a similar role. • Experience working with a premium or luxury automotive brand (such as Mercedes-Benz) is preferred.
EDUCATIONAL QUALIFICATION
• Diploma or bachelor’s degree in automotive technology, Business Administration, or a related field.
SKILLS/BEHAVIOUR ATTRIBUTES
• Solid understanding of automotive systems, maintenance requirements, and repair procedures. • Proficiency in Dealer Management Systems (DMS) and workshop planning tools.
• Ability to read and interpret technical documents, estimates, and repair orders. • Knowledge of warranty policies and claims processes is an advantage.
• Strong customer service orientation with excellent interpersonal skills.
• High attention to detail and accuracy in documentation.
• Clear verbal and written communication, with the ability to explain technical information to nontechnical customers.
• Professional appearance and demeanor.
• Proactive, solution-focused, and able to work under pressure in a fast-paced environment
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