Summary
Acts as the customer's main point of contact at the service reception, from appointment through vehicle handover. Captures customer concerns accurately, opens and prices job cards, explains recommended work and estimates, keeps customers updated on progress, and ensures vehicles are delivered on time, correctly invoiced and to OEM and MAG service standards, while identifying additional service and parts sales opportunities.
Tasks
Explain service recommendations, repair estimates, warranty coverage, campaigns and maintenance package options to customers in clear, non-technical language, and obtain their approval before any additional work. Handle customer complaints and escalations at the reception promptly, and coordinate with the Service Center Manager on goodwill or exception approvals. Apply MAG pricing, discount and approval authorities and OEM service standards on every repair order, obtaining supervisor approval for any exception. Update customer and vehicle records in the DMS/CRM after every visit or call, and schedule follow-up calls and next-service reminders to support retention and CSI/NPS targets. Open, price and update repair orders in the DMS/SAP, including labour operations, parts, warranty and recall checks, and raise special-order parts requests with Parts, confirming expected arrival dates with the customer. Receive customers by appointment or walk-in, conduct a walk-around inspection with the customer, and record vehicle condition, mileage and concerns accurately on the job card. Interview customers to clarify symptoms and requirements, and translate them into clear job instructions for the workshop controller and technicians. Contact regular and fleet customers ahead of due maintenance, and review vehicle history to recommend preventive work that keeps their vehicles in good condition. Present additional repairs, accessories, extended warranty and service contracts identified during inspection to increase revenue per repair order. Track job progress with the workshop, inform customers proactively of delays, parts back-orders or additional findings, and meet promised delivery times. Review completed jobs and invoices for accuracy before handover, explain the work performed, and deliver the vehicle clean and on time. Keep product knowledge current on brand models, technical bulletins, service campaigns and new technologies (hybrid/EV) through OEM and internal training.Skill
Masters Service Conversations Strengthens Customer Connections Navigates Customer Challenges Builds Customer Loyalty Service Into Sales Customer-Focused Approach Diagnoses Needs with Questions Provides Technical Support Troubleshoots Technical Issues Leverages Digital Communications with Customers Customer relationship management (CRM) software Action Planning Review and Reporting Policy and RegulationCompetencies
Business Insight: Applying knowledge of business and the marketplace to advance the organizationÂs goals.
Customer Focus: Building strong customer relationships and delivering customer-centric solutions.
Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.
Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.
Interpersonal Savvy: Relating openly and comfortably with diverse groups of people.
Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.
Self-Development: Actively seeking new ways to grow and be challenged using both formal and informal development channels.
