1. RECEPTION MANAGER

§ Manage and organize the reception resources (Service Advisor, Cashier, computer system,) to ensure availability for customer requirements.

§ Ensures that the reception area is well managed and operates smoothly for a high level of efficiency and customer satisfaction. Depute for Service Manager in his absence for continuity of workshop operations

§ Supervise and assist the Service Advisors in preparing and giving quotations to the customers.

§ Ensure effective personal and telephonic communication with customers regarding charges, approvals, and negotiations Ensure that all Job Cards, invoices, other supporting documents, and records are filed in the designated manner after invoicing.

§ Confirming the job card is opened efficiently and accurately for quick and correct execution of the job and once the job is completed; raise necessary invoices to ensure timely delivery and collection of payment from customers following

§ Follow-up (during service) to ensure timely delivery of the vehicle to customers, with jobs carried out completely

§ Ensuring that Service Advisors are taking proper care of a customer who has returned to work or who has a complaint about the service rendered and that the same is properly recorded in the Customer Contact process (corrective & preventive actions - customer complaints).

§ Establish a high level of Customer Satisfaction for customer retention and business development-BOOKING Carry out pre-booking of vehicles for service, to ensure proper workshop loading

§ Assuring all issued spare parts are recorded on the appropriate service/repair order in the CRM.

§ Ensure the vehicle is received efficiently and in a professional manner, to assure the customer that his vehicle is in safe hands

§ Ensure proper delivery of the vehicle to the customer.

2. SERVICE ADVISOR

§ Evaluate and receive customer vehicles according to Royal Swiss Auto’s guidelines and procedures.

§ Determine customer needs and encode those requirements into CRM.

§ Consult and conclude the final agreement of the repairs required and obtain the customer’s signature on the order form.

§ Clarify the scope of repair to the customer. Produce damage and repair calculations, and cost estimates using the company CRM.

§ Consult the Reception Manager or Senior Service Advisor for support and advice for the correct diagnosis.

§ Effectively follow up and oversee progress for each job order in the CRM to meet the agreed deadlines and check parts ordering status on a daily basis.

§ Cross-check the original customer complaint in the pre-order form against the job card labour operation numbers to ensure agreed repairs are all concluded.

§ Prepare the invoice, update the customer on the final payment, and prepare the vehicle for active vehicle handover.

§ Inform time for delivery and collection; explain invoice details and advise on future repairs or maintenance needs.

§ Contacts customer for days for service follow-up feedback

§ Prepare reports to facilitate customer and management review. Highlight technical failures or those depicting performance indicators such as the number of vehicles received, downtime, and repairs carried out.

§ The Service Advisor will be working closely with Customers, the reception manager, and the service team to ensure high customer satisfaction and optimum utilization of workshop premises.