Service Advisor - MBCV at CFAO Motors Kenya limited (Formerly Toyota Kenya)

 JOB PURPOSE

• This role is responsible for the achievement of the service targets through timely and efficient execution of repair orders and constant updates to customers to support customer retention in line with the CFAO guidelines.

MAIN RESPONSIBILITIES OF THE JOB

Managerial/Supervisory

• Implement operational workflow processes to ensure smooth operations within the reception;
• Ensure operations at the workshop reception are carried out in line with CFAO standards.

Operational Responsibilities

• Maintain a clean and orderly Service Reception as well as vehicle reception area in compliance with the 5S principles, for enhanced workplace safety, and to create a conducive, and efficient work environment;
• Attend to escalated customer-related issues to ensure solutions are implemented in a timely manner for minimal disruption to business operations and support customer retention;
• Establish and maintain customer relationships for both existing customers and prospective clients through provision of excellent customer service, to enhance retention;
• Identify potential marketing opportunities to potential customers to increase service and parts sales;
• Participate in the department’s marketing activities to enhance efficiency and effectiveness in the creation of awareness;
• Conduct quality checks before taking the job to the next stage as part of the company’s policy in delivering quality services to customers;
• Facilitate effective communication on repair orders, defect reports, WIP, additional work done across the section in order to give quality service to our customers.
• Follow up on the completed jobs to ensure they are invoiced and the vehicles are collected by the customer.
• Analyse WIPS on a daily basis and flag any delay of diagnosis or parts on order;
• Check with credit control for credit worthiness of account customers before final job approval to the workshop;
• Ensure that booked customers are getting priority in service.
• Ensure manufacturer recalls and service campaigns are checked and actioned;
• Understand and apply KAIZEN within work environment;
• Working in accordance to CFAO QHSE policies and guidelines;
• Working in accordance to CFAO policies and procedures;
• Keep a professional appearance;

KNOWLEDGE,  SKILLS AND EXPERIENCE

• Minimum level of academic and professional qualification required to perform effectively in the role
• O’Level certificate. Diploma in Customer relations field from a recognized institution. A certificate in an automotive-related course gives an added advantage
• Minimum level of experience required to perform effectively in the role
• 3 years relevant working experience in a similar role from an organization of similar size in operations

WORKING RELATIONSHIPS

Internal customers

• New vehicle sales department
• Government Lease
• Technicians
• Parts department

External Customers

• Non-Governmental organizations
• Government and parastatals institutions
• Individual Customers
• Corporate organizations
• Diplomatic core

COMPETENCIES
Technical

• Computer Literacy
• Product knowledge in the motor industry
• Basic Knowledge of automotive maintenance

Functional

• Excellent report writing and communication skills
• Presentation skills
• Analytical- highly analytical and ability to challenge the status quo based on quantitative facts and impacts

Behavioral

• Negotiation Skills
• Integrity, analytical & numerical skills
• Performance Management and team building
• Professionalism –maintains a professional approach based on ethics and CFAO values
• Integrity, honesty, and ethics- ensure ethical practices and integrity and ensures CFAO is not put at reputational risk
• Conflict management
• Communication Skills
• Customer orientation-is customer focused striking a solid balance between external and internal customer orientation
• Resilience –is able to withstand strategic and operational challenges and maintain momentum
• Emotional Intelligence-manages emotions in a mature and composed manner as expected of a leader