An International Trucking Company on the East Rand is urgently looking to employ a "Service Advisor" to join their busy team as soon as possible!!!

1. KEY OBJECTIVE AND KEY STANDARDS
1.1. (Primary purpose, product/service, customer and scope of the position and authority, responsibility and accountability)
2. KEY OBJECTIVES

2.1. To ensure that customers are greeted openly and friendly. To make customers feel comfortable and confident that their vehicle is in good hands during their service visit. Coordinate customer repair requests, estimate cost of repairs within set guidelines, assist with clerical duties such as documentation required for warranty, policy settlements, repair order filing and repair preparation for warranty.

3. KEY STANDARD
3.1. Customers and workshop Foreman feedback.
3.2. Correctness of information supplied to workshop Foreman.
3.3. Breakdown service, output and performance.
3.4. Build and maintain CSI at the highest level.
3.5. Documentation standards: Retail customer, internal, production, maintenance contracts and warranty.
3.6. Ensure that customers receive the most expedient service available through questioning and understanding service and repair requests.

4. TASKS
4.1. Booking in of vehicles
- Receives call from customer Obtains the necessary information.
- Update the service history and any change in customer details on the system.
- Follow up on work in progress and check as to why vehicles still in workshop.
- Checks hours available for the day.
4.2 Receiving the Vehicle
- Walk with customer around the vehicle while inspecting the vehicle for any damages, note these, customer to sign.
- Confirm customer requests and method of payment details.
- Fill in sevice book, print job card and ensure that customer signs job cards.
4.3 Start the service Process.
- Attach all required documentation to the job card.
- Discusses customer concerns / requests with workshop foreman and hands him the job card.
- Arrange and process any sublet, outwork and dealer orders required for the job
4.4 Maintaining High Quality Work by:
- First follow up call- advise customer on progress
- Contact customer advising additional authorization preferably in writing.
- Second follow up call – advise customer on progress.
- Phones customer on completion of work and conform collection and discuss the invoice before the customer arrives.
- Inspect and check that the vehicle is clean and ready waiting for collection.
4.5 Handing over the vehicle.
- On collection of vehicle you must explain the work done and the invoice to the customer.
- Receive payment
- Walk with customer to the vehicle check all around the vehicle and conform that there are no damages caused by the service workshop
- Hand over invoice and gate release to customer
- Thank customer for servicing with us.
- Maintain housekeeping in the service reception area.
4.6 Administrative Responsibilities
- Check and update work in progress daily, forward copy to workshop manager, DP and CRM national office.
- Follow up on open job cards
- Compile and manage all warranty claims as and when required
- Complete customer follow up calls reports and hand to Service manager for necessary action.
- Costing of job cards as and when necessary.
4.7 Customer Service
- Follow up 2 days after customer visit to enquire on service standards (customer happy or not)
- Results to be forwarded to the workshop manager, DP and CRM national office.
- Action if required.

5. KEY PERFORMANCE INDICATOR
- Workshop loading
- Documentation accuracy and customer history updates
- Communication Service advisor and workshop foreman
- Customer feedback
- Feedback from customer
- Quality of job cards and documentation
- Quality of customer report information
- Feedback from customer