Role Description
The Car Care team has grown significantly over the
last months and is taking more external work i.e vehicle fixes and inspections,
consequently the client facing team is facing increased demands. At the same
time, the team is relatively inexperienced in the industry and we struggle to
balance (1) context-rich communication with (2) selling works and (3) managing
customer expectations throughout what can be a challenging and rapidly-changing
context.
The team is looking for someone to join to act as a
service advisor, provide training and quality control for our other service
advisor(s) and inventory consultants, as well as support on the improvement of
our operational, communication, and data-management systems.
Roles and Responsibilities:
- Provide excellent customer support
- Understanding customer needs, scheduling bookings, and
coordinating with the internal team to fulfill customer requests.
- Utilizing knowledge of our services to upsell to past and
current customers.
- Consulting with mechanics about necessary repairs and viable
alternatives, and effectively communicating this information to customers
via phone calls, messages, emails, and in person. Additionally,
coordinating with the workshop supervisor to ensure timely ordering of
spare parts.
- Result: Customers are well-informed about the work being done
on their car, confident in our abilities, and satisfied with cost and
time estimates. The Service Team consistently delivers exceptional
customer service, leading to consistent growth in new and repeat
customers.
- Provide support to Service Advisors and Inventory Control
Associates
- Troubleshooting and resolving customer issues promptly and
professionally.
- Planning and forecasting jobs, and achieving sales targets.
- Conducting regular training on customer service and inventory
control.
- Performing regular inventory audits to track usage, identify
discrepancies, and minimize waste.
- Result: Targets are consistently met through proper job
planning, forecasting, and achieving sales goals for both new and
existing customers.
- Manage Car Care inbound and outbound payments and reporting
- Facilitating all inbound payments from clients, including
providing quotations and invoices, and following up with the finance team
to confirm payments.
- Tracking and updating all customer information on various
team trackers: CRM, Main business tracker.
- Result: Complete information about cars and customers is
recorded at various customer journey touchpoints in the CRM, Business
trackers, and Google Drive.
Key Performance Indicators (KPIs):
- Completeness of customer and car data (hard & soft copy)
in CRM and business trackers.
- Number and value of quotes issued and approved / not approved.
- Number of new and repeat customers.
Requirements:
This role ideally suits someone who has previously
worked as a Senior Service Advisor, Assistant Service Manager, or Parts
Manager, seeking better career and reward opportunities.
The successful candidate should:
- Have a diploma in accounting, customer service, or equivalent.
- Possess relevant experience in the automotive industry.
- Demonstrate a high level of accuracy and speed.
- Be a good team player and an effective communicator.
- Be a problem solver.
- Have excellent customer service skills.
How To Apply
Send
your application to careers@peach-technology.com