Financial Service Targets:
• To meet the revenue targets as established by the management.
• To reduce and work within the advised parameters of the Outstanding WIP (Total values of WIP/Monthly billing). Maintains the Work in Progress - WIP in accordance to the set parameters
• Establishes customer’s method of payment; obtains credit approval if necessary
• Follows correct procedures when issuing loan cars to customers, ensuring all paperwork is completed correctly and copies of customer’s driving licenses are obtained (where applicable)
• Maintains an effective appointment system to verify customer problems, recommends/sells additional services and communicates customer concerns properly and accurately
• Maintains effective liaison with sales, parts and service center teams
• Monitors progress of repair or service; keeps customer informed on changes in estimates or delivery times
• Notifies customers promptly of completion of work after the job card is closed appropriately
• Obtains correct and appropriate authorization from customers before commissioning repairs or services
• Registers payments for work carried out and ensures that the correct company procedures are adopted for verification of payment, handling, transferring and depositing cash for the service department (if applicable)
Service Advise procedure adherence:
• Advise customers on the care of their cars and the value of maintaining their vehicles in accordance with manufacturers’ specifications
• Approach all customers and assist with requests, including requests regarding parts, vehicle sales and repairs
• Communicates with the customer on estimates according to company policy on schedules, time and pricing
• Completes the incoming vehicle inspection sheet, initiates job cards/documentation and obtains the customers signature
• Confirms the vehicle full service history exists for warranty purposes and for recommending appropriate services
• Documents all warranty work as required and retail policy and ensure the customer signs for all work undertaken
• Ensures all jobs carried out are explained and approved by customers prior to the vehicle delivery
Operational HSE & Housekeeping:
• Weekly/monthly report generation for the management and/or communication to the staff as required.
• House Keeping: Maintenance of overall cleanliness of the workplace, maintenance of equipment, HSE practices, Storage of used and new parts.
• Cash handling with 0% discrepancy with adhering to procedures (ISO, SOP Manufactures guidelines and other internal procedures) while carrying out day to day tasks.
Customer Focus:
• Overall CSI rating as per established standards (based on the CS survey results)
• Ensures unresolved customer complaints are escalated to the Service Manager or appropriate person
• Follows up with customers on service repairs post deliver of the vehicle to maintain a high level of Customer Satisfaction Index (CSI)
• Maintains a presence at the service reception desk, ensuring that all customer queries (whether in person or on the telephone) are answered or dealt with immediately
• Work and maintain all operations within the ISO 9002 and HSE standards set by the company
Team Work/ Morale:
• Ensures excellent working relations with colleagues, peers across company, providing assistance and support to the team as and when required
Job Details
| Date Posted: | 2016-08-30 |
| Job Location: | Muscat, Oman |
| Job Role: | Support Services |
| Company Industry: | Automotive |
Preferred Candidate
| Career Level: | Mid Career |
| Degree: | Diploma |
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