Key Responsibilities
Welcome customers and provide a professional and friendly customer experience.
Coordinate communication between customers and the service floor throughout the vehicle servicing process.
Receive, respond to, and resolve customer inquiries, concerns, and complaints in a timely and professional manner.
Follow up with customers before, during, and after service to ensure customer satisfaction.
Maintain accurate customer records and service-related information.
Assist in managing customer appointments and service schedules.
Support job-card coordination and ensure customers receive timely updates on service progress.
Liaise with service advisors, technicians, and other departments to ensure efficient service delivery.
Promote excellent customer relationships and encourage repeat business.
Utilize customer management systems and other software tools to support daily operations.
Perform any other customer service duties assigned by management.
Qualifications and Requirements
Certificate, Diploma, or Degree in Business Administration, Front Office Management, Public Relations, Hospitality, Sales, or a related field.
Minimum of 3 years' experience in customer service, preferably in an automotive workshop or dealership service center.
Working knowledge of vehicle servicing terms and job-card processes.
Proficiency in customer coordination between the service floor and clients.
Strong complaint handling and customer follow-up skills.
Comfortable using basic software applications and Dealer Management Systems (DMS).
Good communication skills in both Kiswahili and English.
Key Competencies
Excellent customer service orientation.
Strong communication and interpersonal skills.
Problem-solving and conflict resolution.
Attention to detail.
Organizational and time management skills.
Ability to work under pressure in a fast-paced environment.
Teamwork and collaboration.
Professionalism and integrity.