• Identify and assess customers’ needs to achieve satisfaction.
• Conduct a thorough inspection of vehicles after servicing and repairs are completed this includes a physical inspection and test-drive of the vehicle to ensure there are no issues.
• Release the vehicle for return to the customer if repairs are in order or return the vehicle for additional work is issues are discovered.
• Make relevant notations on the Job Card as to findings.
• Proven customer support experience or experience as a client service representative.
• Provide prompt and efficient field responses to customers’ warranty needs on new products in the warranty period, by liaising with Sales Department.
• Ensure that the technicians are aware of procedures for using new products and equipment.
• Orient new team members to familiarize them with work surroundings and explain job expectations, procedures and duties.
• Ensure adequate maintenance of tools, equipment and other materials in the Service Area.
• Track record of over-achieving quota
• Provide advice and technical assistance to team members.
• Review customers’ service orders and inspect the quality of a technician repairs before the release of the Equipment.
• Plan and adjust the workloads of department personnel to match their skills and abilities.
• Coordinate with Sales department and arrange for delivery of equipment to customers.
• Strong phone contact handling skills and active listening.
• Familiarity with CRM systems and practices.
• Excellent communication and presentation skills.
• Ability to multi-task, prioritise, and manage time effectively.
• Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Build sustainable relationships of trust through open and interactive communication.
• Undertake additional related responsibilities as required.