Job Description

Motus FORD DIEP RIVER has an opportunity available for a NON-TECHNICAL SERVICE ADVISOR. The purpose of the role is to provide prompt and quality service to customers relating to the service, repair and maintenance of vehicles, acting as an interface between the technical team and the customer to ensure cost effective repairs and quality service is delivered to customers. The Service Advisor provides estimated cost analysis of repairs and routine maintenance, and through effective communication with customers, determines the services necessary, predicts the time needed for completion and stays in constant communication with the customer during the repair process.
Position Overview The purpose of the role is to provide prompt and quality service to customers relating to the service, repair and maintenance of vehicles, acting as an interface between the technical team and the customer to ensure cost effective repairs and quality service is delivered to customers. The Service Advisor provides estimated cost analysis of repairs and routine maintenance, and through effective communication with customers, determines the services necessary, predicts the time needed for completion and stays in constant communication with the customer during the repair process.
Specific Role Responsibilities

Key Tasks:

• Receive customers in a professional and friendly manner in order to ensure they feel valued.
• Liaise and interact with customers attentively in order to completely understand and comprehend their service needs.
• Prepare service estimates, sell routine maintenance/ repair services and conduct follow-ups regarding services and customer inquiries.
• Interact and communicate with customers effectively, explaining service details in an understandable and appropriate manner, involving Service Technicians when necessary.
• Maximise customer awareness of all products and services available.
• Create collaborative internal and external partnerships in order to expedite service delivery.
• Schedule appointments, answers phones and handle queries.
• Assist with the coordination of alternate transportation, car rental reservations, shuttle services etc.
• Maintain excellent standards of departmental administration such as service sheets, invoices, job cards, warranty claims, authorisation etc.
• Maintain customer database with contact details and information.
• Assist the dealership to achieve and maintain industry standards of process efficiency and service excellence.
• Develop and maintain high levels of customer satisfaction and customer loyalty to ensure repeat business.
• Ensure customer complaints are effectively managed via relevant CRM system/s.
• Maintain and further develop own personal knowledge base in order to remain current and relevant.
• Attend regular team meetings, sharing and receiving feedback in the interest of continuous improvement.
• Attend all relevant OEM training courses, and any other developmental training opportunities allocated.
• Perform other duties as requested.

Qualifications and Experience

Experience Required:

• A minimum of 5 years in the automotive service industry. Prior experience in a technical role or as a service advisor would be ideal.
• Basic technical understanding and background with the Ford brand is essential.

Qualifications Required:

• Senior Certificate (Grade 12)

Other Requirements:

• Valid, unendorsed drivers license and the ability to competently and legitimately drive.
• Computer literate
• Knowledge of dealership policies and procedures is essential.
• Knowledge of competitive motor industry.
• Basic mathematical ability (numeracy)
• Knowledge of relevant operating systems would be an advantage.
• Multilingual with languages generally spoken across the area and customer base is necessary.

Note: The hours of work can extend from 07h00 until after the last customer has been attended to for the day which at times can be after 17h30. Saturdays may also be involved.
Skills and Personal Attributes

Essential competencies (essential for meeting nearly all job objectives):

• Communication skills in English (read, write & speak) and other primary languages spoken in the area.
• Interpersonal ability; working with people, relating to others.
• Listening
• Customer orientation
• Planning and organising; monitoring performance and output against expectations/ targets/ deadlines.
• Administration
• Initiative and problem-solving abilities
• Persuading and Influencing
• Delivering results
• Financial literacy: able to understand relevant financial concepts and do relevant calculations.
• Coping with pressure and setbacks; able to work productively in a highly pressurised environment.

Personal Attributes:

• Highly self-motivated, energetic and able to maintain a positive outlook.
• Diplomatic
• Patient
• Self-confident
• Determined and resilient
• Ethical
• A curious, quick learner:

o Need to acquire thorough knowledge of the vehicles they are handling - not just technical specs; but also information about the manufacturers warranty, dealership services, OEM updates, etc.

o Eager to participate in ongoing training opportunities made available by the organization and OEM for development purposes and/or to stay abreast of product or system changes.

• Calm; able to keep emotions under control.
• An adapter; someone who can adapt their interpersonal style to suit different people or situations.
• A team player
• Reliable
• Results driven and customer orientated

Motus