Job Opportunities at Motus Holdings Limited

Specific Role Responsibilities    

• Specifications for these positions will be discussed if a candidate is invited for an interview.

The responsibilities of a Service Advisor include the following 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.
• Maximize customer awareness of all products and services available.
• Create collaborative internal and external partnerships in order 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 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.

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.

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

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Job Description    
Purpose

• To create and deliver sales and process vehicle transactions accurately and timeously through the execution of predefined work objectives as per agreed standard operating procedures, provide excellent customer service and maintain high levels of sales on an ongoing basis.

Specific Role Responsibilities    

GENERIC JOB OUTPUTS

PROCESS AND GOVERNANCE

• Deliver on agreed performance targets according to set procedures and service level agreement. 
• Execute work in line with governance and compliance processes. 
• Identify and apply known solutions to operational challenges and escalate unresolved issues. 
• Record and report on transactional activities to provide timely and accurate information for decision making in area of accountability. 
• Adhere to current legal compliance, e.g. FICA regulation, POPI Act and Consumer Protection Act (CPA) and others.
• Adhere to sales activity management processes and standards.
• Contribute to the design, development, implementation and evaluation of marketing campaigns aimed at the increase of vehicle sales.
• Deliver work activities in an ethical manner consistent with company values.
• Identify risks that will have an operational impact.
• Manage the effective resolution of customer complaints, ensuring problems are addressed in a timely and accurate manner.
• Negotiate price, finalise sales and follow up with customers to ensure exceptional customer service.
• Process all leads of prospective customers and follow up on possible sales, following CRM processes and procedures.
• Prospect, develop and maintain business relationships with potential customers to generate and qualify new business.
• Structure and finalise sales according to OEM standards and sales processes in order to achieve performance targets.

FINANCE

• Execute work activities effectively and efficiently in order to maximise financial performance and profitability. 
• Execute accurate and efficient debtor’s management
• Execute work activities effectively and efficiently in order to proactively achieve monthly sales targets.
• Identify financial risks and escalate immediately.

CLIENT/CUSTOMER

• Deliver services that creates a culture which aims to exceed customers' expectations in all aspects of the business. 
• Deliver work activities effectively to satisfy customers. 
• Adherence to Customer Satisfaction Index (CSI) OEM/Importer standards.
• Ensure customers are introduced to finance and insurance products offered by the finance and insurance representative.
• Foster a culture of customer service excellence.
• Inform and educate customers on products and promotions to ensure retention of existing customers; increase sales revenue and increase the organisation's customer base.
• Offer products and services to existing or potential customers and assist them in selecting those best suited to their needs.

Provide a customer experience that builds and enhances the brand.

PEOPLE

• Attend training initiatives to improve work quality and enhance own skills. 
• Own and live up to company values.

Qualifications and Experience    

Minimum Experience

• 1-2 years experience in a similar environment

Minimum Qualification

• Matric and/or Higher Certificates (Vocational) Certificates with NQF Level 04

Skills and Personal Attributes    
Minimum Requirements

• Industry legislative compliance/ knowledge. 
• Valid driver's license
• Good communication skills
• Computer literate

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Job Description    
Purpose

• To plan, manage and monitor the implementation of new vehicle sales activities and processes in order to deliver on approved operational plans and to continuously enhance service delivery. Ensuring customer satisfaction and retention through the execution of the sales process.

Position Overview    
Purpose

• To plan, manage and monitor the implementation of new vehicle sales activities and processes in order to deliver on approved operational plans and to continuously enhance service delivery. Ensuring customer satisfaction and retention through the execution of the sales process.

Specific Role Responsibilities    
GENERIC JOB OUTPUTS

PROCESS AND GOVERNANCE

• Contribute to the development of the appropriate strategy and set target within area of accountability. 
• Define standard operating procedures (SOP's). 
• Implement and manage end to end processes. 
• Manage all operational risk and risk mitigation initiatives. 
• Monitor and report on progress against operational plan and make adjustment where required. 
• Plan, manage and monitor governance compliance processes in area of accountability in order to manage risks and expose liabilities. 
• Resolve problems with the necessary discretion and guidelines. 
• Adhere to legal compliance to the FICA regulation, POPI Act and Customer Protection Act.
• Educate customers on products and services, ensuring retention of existing customers thereby improving sales, revenue and customer base.
• Plan and organise sales outputs through assigning sales priorities and continuously reviewing and adapting targets and quality to achieve objectives and goals.

FINANCE

• Manage financial activities in line with approved policies and procedures. 
• Manage, monitor and report on budget variances and provide solutions. 
• Ensure that the physical resources and equipment are managed in a manner that enhance cost effective utilisation.

CLIENT/CUSTOMER

• Deliver services that creates a culture which aims to exceed customers' expectations in all aspects of the business. 
• Plan, manage and monitor processes to ensure customer service excellence. 
• Contribute to a culture of customer service excellence, which builds positive relationships and provides opportunity for customer feedback and exceptional service delivery.

PEOPLE

• Create an engaging, enabling and productive work climate aligned to the employee value proposition. 
• Implement and manage workforce planning, recruitment, learning and development, performance management, reward and recognition and employee relations to ensure an optimal working environment. 
• Monitor and positively influence and manage change, and offer operational support where required. 
• Own and live up to company values. 
• Manage teams within the context of defined processes, set required performance parameters and act as technical coach where required.

GENERIC JOB COMPETENCIES

TECHNICAL COMPETENCIES

• Conflict Management: Being able to identify and handle conflicts sensibly, fairly, and efficiently. Resolving conflict, before it becomes a major obstacle to the work environment and critical in relation to customers.
• Developing sales: Identify and sell a product or service. Knowledge and skills required to effectively identify and sell a product or service to a new client. Knowledge and skills required to effectively identify and sell a product or service to a new client.
• Manage personal work priorities and professional development: The competency reflects on and demonstrates employee accountability towards their own professional development and sets the environment for corporate social responsibility and the competence essential to advance corporate citizenship.
• Planning, Management and Measurement: Plans, Manages and Measures
• Planning, monitoring, evaluation and reporting: Plans, monitors, evaluates and reports on the effectiveness of plans and programmes implemented. This competency provides scope to embed capability (effectiveness) for Manage Mission Processes, through all levels within the organisation.
• Product and or service knowledge: Provide a service or sell a product through an awareness of the product or service

Qualifications and Experience    
Minimum Experience

• 3-5 years experience in a similar environment

Minimum Qualification

• Higher Certificates and/or Advanced National (Vocational) Certificates with NQF Level 04

Skills and Personal Attributes    
Minimum Requirements

• Industry legislative compliance/ knowledge.
• Valid Driver's Licence 
• Computer literate
• Good Communication Skills