SERVICE ADVISOR

Overview

This role is responsible for the provision of excellent customer service through effective identification of customer needs, communication of the needs to the workshop team, and for regular updates to the customer on work in progress.

Responsibilities

Responsibilities

1. Receive and inspect customer vehicles in the company of the customer, to confirm the general condition of the vehicles so as to protect CFG Nairobi from customer counter claims;
2. Identify customer needs and communicate these to the Workshop Team / Team Leaders to fix it right first time and deliver the vehicle within the promised time;
3. Collect, update and maintain customer and Vehicle information
4. Prepare accurate and timely job cards for customer vehicles to be used by technicians as job instructions;
5. Open system job card orders and monitor the closing to ensure time recorded is accurate for job costing purposes;
6. Prepare clear cost estimates to customers to ensure customers are accurately informed of the cost of service/repair in a timely manner, and to upsell as many quotations as is possible;
7. Prepare invoices with detailed explanation of the work done in order to facilitate payment of services provided;
8. Properly explain invoices, job cards, defect reports and quotations to customers to allow customers make informed decisions on the service/repair to be performed on their vehicles;
9. Resolve customer complaints in a timely manner to ensure high customer satisfaction as well as high customer retention rates;
10. Follow up on work in progress to ensure customers are regularly updated on work in progress, and to ensure delivery within the timelines promised to customers, and for minimal customer complaints in case of delays;
11. Appraise warranty claims raised by clients in order to advise customers as appropriate, and to facilitate the implementation of the warranty process in a timely manner;
12. Carry out New Vehicles Hand over Process
13. Maintain a clean and orderly Service reception as well as vehicle reception area through with compliance with the 5Ss, for enhanced work place safety, and to create a conducive work environment;
14. Attend to escalated customer related issues to ensure solutions are implemented in a timely manner for minimal disruption to business operations and support customer retention;
15. Establish and maintain customer relationships for both existing customers and prospective clients through provision of excellent customer service, to enhance retention;
16. Identify potential marketing opportunities to potential customers to increase service and parts sales;
17. Participate in the department's marketing activities to enhance efficiency and effectiveness in the creation of awareness e.g. Likizo Festival Campaigns, FRR Campaigns etc
18. Prepare work in progress reports on a weekly basis and any other reports as may be required from time to time in line with requirements.
19. Fill out and Update Incoming Units tracker on daily basis
20. Follow up on Service customers within 3 days.

Additional education

Diploma In Automotive Engineering

Experience

Additional experience

3 years of relevant experience in an organisation of comparable size of operations

Skills

• Problem Solving
• Team Player
• Self Motivated
• Teamwork, leadership, adaptability, critical thinking, project and task execution
• computer

Additional skills

Technical

1. Product and technical knowledge
2. Warranty applicability

Functional

1. Writing skills
2. Presentation skills

Behavioral

1. Professionalism –maintains a professional approach based on ethics and CFG Nairobi values
2. Integrity, honesty, and ethics- ensures ethical practices and integrity to protect CFG Nairobi from reputational risk
3. Communication Skills
4. Customer orientation-is customer focused striking a solid balance between external and internal customer orientation
5. Resilience –is able to withstanding strategic and operational challenges and maintain momentum

Emotional Intelligence-manages emotions in a mature and composed manner as expected of a leader

Terms and conditions

If you match the above qualifications and requirements you may send your applications at info@cfg.co.ke to reach us on or by 15th March 2024.

Only shortlisted candidates will be contacted.