To proactively make pre-bookings by calling customers likely to require servicing to make sure workshop is neither over nor under-utilized on any given day.
To always check if the vehicle in question has any outstanding field actions/service actions.
To record ANY instances of a customer’s vehicle returning with the same complaint as was previously repaired.
To communicate bookings pipeline with the service manager and Job and warranty administrator, parts department to allow them to do ‘parts pre picking’ for all bookings.
To receive customers courteously and professionally and communicate effectively with them towards understanding accurately determine their needs/concerns/service requests.
Inspecting the vehicle and utilize Denza processes and completing all documents as required.
To accurately/comprehensively document the information gathered from the discussion with the customer and communicate it to the technical team so that they can make the necessary technical decisions.
Communicate with the technical staff to understand the technical issue/diagnosis and recommended corrective actions.
Give a detailed and itemized repair estimation / quotation itemize and a estimated time required to complete the recommended repair.
To obtain signature for the approval on the RO, Vehicle Checklist and give customer the Vehicle Collection Slip Number before proceeding with the repair.
If additional time is required to complete to communicate the customer and keep them updated with any developments or issues.
To handle accident / insurance claims and minimize the administrative burden for the customer.
To up-sell customers accessories/products or other value-added services.
To invoice the Branch Manager as necessary on problematic cases (customers/vehicles).
To handle telephone inquiries and assist customers as required.
To carry out customer follow up (telephone call) after 3 days from the date of repair.
