Service Supervisor at Peach Cars KE

Role Description

The Car Care team has grown significantly over the last months and is taking more external work i.e vehicle fixes and inspections, consequently the client facing team is facing increased demands. At the same time, the team is relatively inexperienced in the industry and we struggle to balance (1) context-rich communication with (2) selling works and (3) managing customer expectations throughout what can be a challenging and rapidly-changing context.

The team is looking for someone to join to act as a service advisor, provide training and quality control for our other service advisor(s) and inventory consultants, as well as support on the improvement of our operational, communication, and data-management systems.

Roles and Responsibilities:

• Provide excellent customer support

  • Understanding customer needs, scheduling bookings, and coordinating with the internal team to fulfill customer requests.
  • Utilizing knowledge of our services to upsell to past and current customers.
  • Consulting with mechanics about necessary repairs and viable alternatives, and effectively communicating this information to customers via phone calls, messages, emails, and in person. Additionally, coordinating with the workshop supervisor to ensure timely ordering of spare parts.
  • Result: Customers are well-informed about the work being done on their car, confident in our abilities, and satisfied with cost and time estimates. The Service Team consistently delivers exceptional customer service, leading to consistent growth in new and repeat customers.

• Provide support to Service Advisors and Inventory Control Associates

  • Troubleshooting and resolving customer issues promptly and professionally.
  • Planning and forecasting jobs, and achieving sales targets.
  • Conducting regular training on customer service and inventory control.
  • Performing regular inventory audits to track usage, identify discrepancies, and minimize waste.
  • Result: Targets are consistently met through proper job planning, forecasting, and achieving sales goals for both new and existing customers.

• Manage Car Care inbound and outbound payments and reporting

  • Facilitating all inbound payments from clients, including providing quotations and invoices, and following up with the finance team to confirm payments.
  • Tracking and updating all customer information on various team trackers: CRM, Main business tracker.
  • Result: Complete information about cars and customers is recorded at various customer journey touchpoints in the CRM, Business trackers, and Google Drive.

Key Performance Indicators (KPIs):

• Completeness of customer and car data (hard & soft copy) in CRM and business trackers.
• Number and value of quotes issued and approved / not approved.
• Number of new and repeat customers.

Requirements:

This role ideally suits someone who has previously worked as a Senior Service Advisor, Assistant Service Manager, or Parts Manager, seeking better career and reward opportunities.

The successful candidate should:

• Have a diploma in accounting, customer service, or equivalent.
• Possess relevant experience in the automotive industry.
• Demonstrate a high level of accuracy and speed.
• Be a good team player and an effective communicator.
• Be a problem solver.
• Have excellent customer service skills.