Main Branch Administrator & Client Relations Management at Inchcape Kenya LTD

Main Branch Administrator & Client Relations Manager is responsible for providing, efficient and effective customer service to all customers: - internal and external, with the utmost level of consistency and quality. Builds customer loyalty and increases Customer Satisfaction through professionalism, trustworthiness, sincerity, attitude, and a business-like appearance in every customer experience.

Responsible for effective management of new vehicles through orderly placement. Oversees Quotations preparation, invoicing, Showroom management, effective follow-up of documentation, vehicle registrations clearing and forwarding process and Customer Satisfaction standards. Assist customers in determining vehicle needs and follow-up of financing paperwork, where applicable. Builds customer loyalty and increases Customer Satisfaction through professionalism, trustworthiness, sincerity, attitude, and a business-like appearance in every customer experience

Job Description

• Take personal responsibility to ensure that the facility and environment are clean and welcoming.
• Ensure all walk-in customers acknowledged promptly and professionally (within a minute) when entering into the showroom/ organization
• Explain the showroom facilities and invite the customer to use them (this may include an invitation to browse, using the lounge area to wait, and the offer of a beverage if appropriate.
• Maintain a record all walk-in information (after the customer has left or been handed over to a Sales Executive
• Ensure all customer details added to the Lead Tracking System/Dealer Contact Management Tool
• Ensure customer details added to the Sales Executive’s follow up list
• Work to ensure there a rotation to ensure that a Sales Executive is available to greet customers, even at busy times.
• Identifies and supports opportunities for methods/process improvement (for example, monitoring & resolving customer complaints and tracking showroom traffic).
• Promotes cooperation and teamwork among Sales Executives and support staff.
• Efficient order dates management
• Efficient customer drive execution with internal and external stakeholders – ie Customers bank approvals
• Consistent market information dissemination i.e. KMI figures, sales trends- Monthly
• Monthly preparation of stock movement tracking report and physical inventory reports
• Prepares and maintains the tracker for demo vehicles movement.
• Prepares the requests for service, repairs and maintenance of the stock units and demo vehicles.
• Ensuring the requests for the payment of import duty are done promptly.
• Preparing proper clearing documentation and compiling the insurance cover for stock and demo cars orders.

Job Requirement:

• Business related Bachelor’s degree or Diploma
• Strong Customer focus
• Minimum 2 years’ experience in a customer service position with a notable track record of customer satisfaction in an automotive industry
• Strong Customer focus
• Able to interact effectively with others
• High level of accuracy and attention to detail essential
• Ability to work with and understand high volumes of data
• Ability to meet deadlines and to work autonomously and as part of a team
• Self-starter, able to solve problems without asking – recognising when to ask if necessary
• Flexible approach to work and people and adaptability to a changing workplace environment
• Minimum degree holder in a business-related field
• Computer literate
• Customer service training will be an added advantage