Job Description
The Administrator: Bookings is responsible for the way customers and visitors experience support. They are the first point of contact for customer support, customer enthusiasm, and customer loyalty and represent the brand. The Administrator: Bookings is the competent contact person for customers and visitors, supports and relieves the Service Advisor to ensure efficient customer support, and executes the correct processes right from the start.
Position Overview
Specific Role Responsibilities
Operational:
Responsible for scheduling service and repair workshop appointments (workshop planning, collect-and-deliver service); accepting orders.
Talking to customers on the phone regarding scheduling of required services.
Ensure maximum hours are loaded for the workshop.
Calculate technicians' booked hours and report excessive lost hours to Technician and Manager by keeping record of workshop staff on leave, sick, and in training.
Prepare job cards timeously and correctly and ensure customer data is updated and correct.
Use drive operating system to update customer details and check for campaigns.
Ensure that parts orders are captured on Resolve operating system.
Offer pre-diagnoses to customers, i.e., rattles, intermittent faults, squeaks, gearbox and air-con repairs.
Customer focus:
Receiving, greeting, and assisting visitors/customers. Answering the phone line within 3 rings.
Identifying customer requests, particularly the extent of work required, scheduling, customer mobility, and additional work with the aim of professionally scheduling appointments.
Inquiring about the reason for the customer's visit to identify specific needs and provide suitable assistance.
Ensure customer service (newspapers, music, videos, coffee, etc.) in a clean and neat service reception.
Observing operations relevant to the customer to better handle requests without compromising reliability.
Convey information that promotes communication between customers, the service area, and the sales area.
Accepting customer complaints amicably and forwarding them to the appropriate personnel.
Qualifications and Experience
Grade 12 / Matric (essential).
Basic technical understanding (essential).
Additional language would be an advantage.
5 years' experience as a booking clerk with the OEM brand.
Skills and Personal Attributes
OEM product knowledge.
Understanding of internal procedures.
Basic technical understanding.
Basic mathematical knowledge (numeracy).
Oral communication skills.
Administration skills.
Written communication skills.
People/customer interaction skills, diplomacy, resilience, and ability to deal with pressure.
Problem resolution and decision-making skills.
Team working skills.
PC skills.
Customer focus.
#J-18808-Ljbffr