JOB DESCRIPTION
- Attend and wish the customer.
- Prepare job card/repair order in the prescribed format (written), write all the details required and take the signature of the customer.
- Check the vehicle repair history. if customer has previous concerns which are not solved then attach a print, to the current job card for workshop reference.
- Explain to the customer about the jobs/repairs to be performed, estimate, time required for repairs after opening the job card in the system.
- Handover the copy of the job card to the customer for his reference.
- Attend various Hyundai/Dealership events, trainings and meetings as and when notified.
- Monitor the vehicle status by co-ordination with the works manager, workshop supervisor and accordingly inform about the status to the customer.
- Vehicle status updation calls to be made to the customer. And bill explanation to be done when the vehicle is ready.
- Update the customer for extra work, supplementary estimate to be prepared and take approval after explaining the estimate and more time required to complete the additional work. Mention the details of the conversation on the job card for future reference.( Time of call and details)
- Achievement of daily target in job card opening. Labour, accessories and VAS.
- Assisting and coordinating with customer, explanation of jobs done, recommendation for future.
- Duly filled feedback forms to be collected from the customer.
- Be with the customer at the time of delivery till he is satisfied and leaves the premises.
- If the customer shows any concern specially washing calls washing supervisor and resolve immediately.
- Co-ordinate with customer relation staff and CRM for resolution of any other concerns.
2) Developing and Maintaining Relationship:
- Developing and maintain good relationship and repo with the customer and staff.
- Wish customer, ask for refreshment (water, tea, coffee) make customer comfortable by directing them to customer lounge.
- Attend and listen carefully to customer complaints related to his vehicle.
- Check previous service history/record for knowing the previous work and discuss with the customer.
- Follow flow chart and all the processes religiously.
- Wishing customers on birthdays and anniversaries.
3) Adherence to SOP
Adherence to SOP will reflect in the following areas
- Maintain cleanliness and Hygienic condition in the workplace.
- Highest customer satisfaction in terms of zero VOC target.
- Improving and developing communicational skills and customer handling.
- Effective and quality output in terms of increase in vehicles and revenue generation.
- Minimum VOC by quality, speedy repairs and service.
4) Others
- Adherence to Hyundai norms for best service and quality report.
- Attend review meetings and discussion with the service manager for resolving issues.
- Optimize utilization of papers.
- Monitoring, disposing of carbon papers and cleanliness of the front entry premises, front desk and front office premises.
- To maintain self-health and safety during working hours.
- To adhere to company rules and regulations pertaining to safety, environment and other policies.