Championing Customer Satisfaction and Complaint Handling
Customer Handling and Service Treatment
Functional Duties & Key Tasks
Serves as first line of contact and primary liaison between the customers and dealership service department during the service process
Received and assist customers with their service and maintenance needs
Assures continued customer satisfaction with their vehicles and the dealership
Perform service request write-up to Repair Orders and ensure timely and accurate completion of repair
Maximized service department sales (Service & Parts)
Recommending upcoming period checks and maintenance service to prospective customers by phone
Start receiving process by greeting customers promptly upon arrival
Listen attentively and determine customer wants and needs. Clarify category of service requests
Accurately enter and update customer and vehicle information details on the DMS System
Identify customer needs courteously, clearly reporting and verifying all vehicle symptoms and service request as described by the customers
Perform vehicle checklist and inspection with customer as much as possible and make appropriate recommendation on the findings
Verify the problem on the vehicle, judge the necessity of test driving with customer
Use recommended Diagnostic Worksheet appropriately for hard to pinpoint, intermittent drivability and noise & vibration concern
Accurately enter the required work on the repair order using DMS System
Prepare a realistic and accurate repair cost estimate for labor and parts
Explaining work to be done and provide accurate promise time
Secure customer approval (including cost estimate, delivery time, method of payment, warranty) before repair work is carried out, and obtain customer?s signature on the Repair Order
Monitoring the repair order progress of each vehicle received throughout the day, and constantly update the customer as needed
Liaise with team leaders on issues confronting customer vehicles
Handles telephone inquiries courteously and promptly
Contact customers for additional work and obtaining approval or repair authorization
Promoting and selling of additional products (Labor, Parts and Accessories)
Check customer repair order to see if all service requests are done and resolved
Check service charges, vehicle cleanliness and make sure all paperwork is complete
Explaining all completed work and charges to customers when they arrive and attempt to make the next maintenance appointment and reminder
Personally convoy the customer to their vehicle upon paymentsettlement
Remove vehicle protection cover, thank and see off the customers
Remind customer that a Customer Relation will call for Customer Follow-Up to measure their level of satisfaction to the service treatment received
Use formal Complaint Handling Processes to calm an upset customer, reach a resolution that is satisfactory to the customer and supports the interest of the dealership
Provide, receive and manage convenient appointment for service and repair work
Other Tasks
Implementation and compliance with standard operation standard requirement
Maintain close and effective relationship with team leader, job controller, technician and to all dealership personnel
Maintain a high level of personal grooming, hygiene and uniform appearance
Keep Service Reception area clean, neat and well organized all the time
Maintain service display and show respect and care to dealership facilities and equipment
