Job Openings at Isuzu East Africa

Job Description

Roles & Responsibilities

Reporting to the Service Operations & Technical Training Manager, the successful candidate will be responsible for the following functions: –

• Develop and present non-technical training annual schedules.
• Conduct training sessions as per the training schedule.
• Carry out capacity building training for Service Reception, Service Workshop, Sales and Dealer staff.
• Conduct Customer Retention and Expansion training.
• Conduct and evaluate implementation of the Isuzu After-sales policy at Isuzu EA & the Dealership.
• Develop instructional training materials in accordance with set objectives.
• Provide instruction & training on proper methods, processes and techniques necessary to perform work using instructional technology i.e. internet, interactive technology where appropriate.
• Provide training reports and maintain records as required.

Minimum Requirements

• Bachelor’s degree – Mechanical Engineering (Automotive Option)
• Diploma in Technical Teachers Training is an added advantage.
• Five years’ experience in the Motor industry in a similar role.
• Excellent facilitation and presentation skills, effective communication, customer focus, product knowledge and attention to detail.

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Roles & Responsibilities

• Coordinate complete documentation of lease proposals between customers, Isuzu EA and financiers.
• Ensure timely submission of lease bid proposals.
• Coordinate delivery of leased vehicles and update customers on repair progress of the leased vehicles.
• Book leased vehicles for regular repairs and maintenance at the authorized service outlets.
• Liaise with outsourced lease suppliers to ensure quality service is done and agreed turnaround time observed.
• Coordinate with insurance and other stakeholders to ensure accident repairs are done promptly.
• Coordinate recovery services of leased vehicles with outsourced service providers.
• Verify and process dealer and outsourced service providers invoices for leased vehicles.
• Liaise with Isuzu EA and lease customers to ensure lease rentals and out of contract repairs are invoiced and payments made in a timely manner.
• Prepare monthly repair and maintenance reports for leased vehicles.
• Provide daily Vehicle on off-road (VOR) report on leased units.

Minimum Requirements

• Bachelor’s degree.
• Three years’ work experience in a similar position.
• Ability to negotiate and structure partnerships, self-driven, good communication skills, business acumen and problem solving skills.

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Roles & Responsibilities

• Manage customer calls and engage customers on multiple channels.
• Identify and assess customers’ needs to achieve satisfaction.
• Provide product and service information to customers.
• Generate sales leads on multiple channels.
• Route calls to appropriate support resources.
• Supervise the call centre agents attached to Isuzu EA.
• Communicate as per the company’s communication procedures, guidelines and policies.
• Recognize, document, and track trends in customer calls.
• Carry out post sales and service satisfaction follow-up (PSFU) to Isuzu EA customers
• Conduct annual mystery shopping surveys.

Minimum Requirements

• Bachelor’s degree.
• Five years’ experience in customer support.
• Familiarity with CRM system, social media and website practices.
• Customer focused, excellent communication & presentation skills, problem solving, strong telephone handling and listening skills.
• Experience in the automotive industry will be an added advantage.