Service Advisor - BMW Vereeniging at Motus Holdings Limited

The responsibilities of a Service Advisor include the following tasks:

• Receive customers in a professional and friendly manner to ensure they feel valued.
• Liaise and interact with customers attentively 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 understandably and appropriately, and involving Service Technicians when necessary.
• Maximize customer awareness of all products and services available.
• Create collaborative internal and external partnerships to expedite service delivery.
• Schedule appointments, answer 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 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

Minimum Qualifications and Experience needed:

• Matric
• Valid, unendorsed driver’s 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.
• Previous BMW or premium brand Service Advisor experience is advantageous.

Skills and Personal Attributes

Minimum requirement:

• Highly self-motivated, energetic and able to maintain a positive outlook.
• Ethical
• Need to acquire thorough knowledge of the vehicles they are handling – not just technical specs; but also, information about the manufacturer’s warranty, dealership services, OEM updates, etc.
• 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.
• A team player
• Reliable
• Results driven and customer orientated