Service Advisor
Service Advisor
CFAO Mobility
About The Job
Main Purpose of the job will be, Customer Reception, Job card Printing and Filling,
Communication between customer and workshop.
Specific Skills
- At least 3years of professional experience
- VW product knowledge is an added advantage.
- Proven customer experience.
- Exceptional customer relations.
- Exceptional reporting skills (Microsoft Office).
- Driving license.
Responsibilities & Duties
- Welcoming customers and booking appointments.
- Taking repair orders and describing customers’ concerns clearly on the job card.
- Updating customers' files/information.
- Obtaining customers' approval on all repairs and contacting the customers immediately to obtain approval on additional repairs that become necessary during repairs.
- Informing the workshop when the job has been approved by the customer in a timely manner.
- Receiving and inspecting customer vehicles in the presence of the customer to confirm the general condition of the vehicles, protecting CFAO Mobility Rwanda from customer counterclaims.
- Checking on the VW portal for any open recall and service campaigns on the vehicle and informing the customer, adding the campaign description to the front of the job card for the workshop to carry out the necessary repair/inspection.
- Installing vehicle protection devices such as seat covers, steering wheel covers, and floor mats.
- Monitoring job progress to ensure vehicles are delivered to the customer at the promised time.
- Ensuring all paperwork is completed on time.
- Identifying and reporting any problems at the reception that may affect customer satisfaction.
- Complying with 7 Service Core Processes for Volkswagen.
- Managing DISS, ElsaPro, and Warranty processes for Volkswagen.
- In cases of unavailability of parts, following the parts order process and informing the client of the parts ETA, updating them if the ETA changes.
- Confirming work done and preparing the vehicle before customer arrival for collection.
- Properly explaining invoices, job cards, defect reports, and quotations to customers, enabling them to make informed decisions about the service/repair to be performed on their vehicles.
- Resolving customer complaints in a timely manner to ensure high customer satisfaction and high customer retention rates.
- Handing over the vehicle to customers.
- Following up with customers.
- Updating WIP daily and preparing reports.
- Carrying out CSI surveys with all customers.
- Working in accordance with company policies and procedures.
- Understanding and applying Kaizen within the work environment.
- Maintaining a professional appearance.
- Performing any other duties allocated by management from time to time.
Educational Requirements
- Bachelor's Degree in Business Management or any related field
Job Location
Kigali
Apply To
All interested applicants should submit their detailed Curriculum Vitae at recruitment@hcsolutions.rw