Service Advisor

Service Advisor

Atecar Garage
About The Job

Customer Reception, Job card Printing and Filling, Communication between customer and workshop.

Specific Skills
Computer literacy:
  • Microsoft Windows and Microsoft Office products
  • VW Software – ELSA Pro, DISS
Qualification Specification:
  • VW Product knowledge added advantage
  • Proven customer experience
  • Exceptional Customer Relations
  • Exceptional Reporting Skills (Microsoft Office)
  • Driving Licence
Responsibilities & Duties
Role Overview:
  • Welcoming customers & booking appointments
  • Taking repair orders and describe customers’ concerns clearly on Job card
  • Updating customers files
  • Obtaining customers approval on all repairs & contact the customers immediately to obtain approval on additional repairs that become necessary during repairs
  • 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 paper work is completed on time
  • Identifying and reporting any problems at the reception that may affect customer satisfaction
  • Comply with 7 Service Core Processes for Volkswagen
  • Manage DISS, ElsaPro and Warranty processes for Volkswagen
  • Handing over the vehicle to customers
  • Customers follow up
  • Updating WIP on daily basis and preparing report
  • Carrying out CSI survey with all customers
  • Any other duties allocated to you by the Management from time to time
Key Performance Indicators (KPI's):
  1. Customer Satisfaction and Customer Relations:
    • 100% adherence to SCP’s implemented at the Service Division.
    • Be available to assist with customers queries when required.
    • Maintain CSI Levels above VW Targets.
    • Communicate with customers regarding complaints and technical progress on cars on premises and break downs.
    • Daily management and follow up of customer concerns.
  2. .    Manufacturer Liaison and Franchise Standards:
    • Build Relations with all VW Staff
    • Effective communication with VW Aftersales Management & Technical Support Centre.
    • Effective DISS management.
    • 100% campaign completion.
    • Compliance with VW franchise standards.
  3. Service Core processes as required by LIS (Phantom Shop) are evident in Workshop actions:
    • Service Core processes aligned to LIS is constantly practiced within the Service Centre
    • 100% score achievement on technical requirements for Phantom shopper test.
  4. Administration:
    • Communication of all comebacks to After Sales Manager for recording.
    • No job to be worked on in the workshop without a Job Card.
    • Working environment is calm and focused at all times.
    • No job cards are to be kept by Technicians.
    • Controlled use of the VW DISS management system.
    • 100% adherence to VW Warranty requirements.
    • All paperwork to be accurately and neatly completed.
  5. Housekeeping:
    • Full responsibility for the tidiness within reception area
    • Daily inspection and weekly reporting.

Job Location
Kigali
Apply To
All interested applicants should submit their detailed Curriculum Vitae at recruitment@hcsolutions.rw
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