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):
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.
. 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.
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.
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.
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