Automotive Premium Brand Passenger Vehicle AfterSales Consultant - Gauteng, East Rand

SUMMARY:
Remuneration: Market related basic + Standard benefits
 
Purpose Of The Job:
 
To provide customers with a professional and efficient after-sales service experience. The role is responsible for assisting customers with vehicle service and repair needs, maintaining regular communication, coordinating with the workshop and parts departments, and ensuring that quotations, warranty authorisations, invoices, payments and other after-sales administration are completed accurately and on time.

POSITION INFO:
Key Responsibilities:
Customer Service and Communication

• Assist and welcome customers in the morning and provide a professional first point of contact
• Confirm customer and vehicle details, service requirements and contact information
• Explain the service process and manage customer expectations regarding completion times
• Provide regular updates to customers during the day regarding the progress of their vehicle
• Obtain customer authorisations for additional work and communicate any delays or changes
• Arrange customer transport, collections, loan vehicles and other mobility requirements where applicable
• Send WhatsApp, SMS or telephone booking reminders
• Follow up on no-shows and assist with rescheduling bookings
• Maintain a friendly, professional and customer-focused approach at all times

• Pre-assess bookings for the following day
• Print job cards and ensure vehicles have been appropriately booked/apped
• Check outstanding parts, AVOs and other requirements before the vehicle arrives
• Provide parts job cards to the Parts Department in advance to allow parts to be loaded/prepared
• Arrange bookings and confirm driver availability and transport requirements
• Ensure loan vehicles are available and prepared where applicable
• Create and maintain repair orders on the relevant dealer management system

• Check warranty and motor plan validity and status
• Obtain authorisations for external warranties and motor plan work
• Process authorisations on the online warranty system
• Obtain and sign required brand / manufacturer authorisations
• Prepare and process warranty claims as soon as the invoice is completed
• Ensure warranty claims are not carried over unnecessarily to the following day
• Submit invoices for external warranty payments and follow up on outstanding payments
• Liaise with customers regarding warranty or motor plan issues

• Prepare accurate quotations for customers, including parts, labour and VAT where applicable
• Obtain customer approval and signatures before additional work is carried out
• Complete invoicing accurately and on time
• Process banking and payment-related administration
• Follow up on outstanding invoices and rejected claims
• Ensure all customer and warranty documentation is complete before finalisation

• Follow up with the workshop and wash bay to confirm when vehicles are ready
• Contact customers to arrange collection or alternative collection arrangements
• Ensure the repair order is fully costed and ready for collection
• Explain the invoice, work completed and any relevant recommendations to the customer
• Provide copies of invoices and warranty/motor plan documentation
• Obtain required customer signatures
• Receive payment where applicable
• Hand over the vehicle keys professionally and ensure the vehicle is ready for collection
• Confirm the next service date where applicable

• Complete Apping and Mapping and ensure relevant systems are updated
• Use Automotive software as required
• Maintain accurate customer and vehicle information on the dealer management system
• Complete DPR and required corrections
• Keep control sheets and tracking systems up to date
• Ensure all requested work is reflected accurately on the repair order
• Create oil and coolant leak letters and obtain the required customer signatures
• Maintain accurate records of outstanding work, payments, claims and customer
• communication

• Liaise regularly with the Workshop Foreman, Controller, Parts Department and Service manager
• Follow up on workshop progress and potential delays to enable early communication with customers
• Ensure information received from the workshop is communicated to customers promptly
• Attend weekly service meetings and discuss performance, customer feedback and action plans
• Keep up to date with relevant manufacturer procedures, bulletins and service processes

• Excellent customer service and professional communication
• Accurate and complete repair orders, quotations, invoices and warranty documentation
• Prompt follow-up on customer queries, outstanding authorisations, payments and claims
• Effective coordination between customers, workshop, parts and other departments
• Bookings, job cards and parts requirements prepared in advance
• Claims processed on the same day where possible and not unnecessarily carried over
• Customer information and dealer management systems kept accurate and up to date
• Ability to meet deadlines and work effectively under pressure

• Grade 12 / Matric
• Previous After Sales or Service Department experience is required in a dealership environment!
• Motor dealership experience is Essential!
• Warranty experience is Essential!
• Computer literate, including relevant dealer and office systems
• Driver’s licence is an advantage
• Technical or motor industry qualification is an advantage

• Customer service orientation
• Good verbal and written communication skills
• Relationship building and professionalism
• Attention to detail and accuracy
• Good organisational and time-management skills
• Problem-solving ability
• Ability to work under pressure
• Ability to prioritise and meet deadlines
• Teamwork and cooperation
• Flexibility and willingness to learn
• Ability to follow up and take ownership of outstanding tasks
• Results-driven and motivated to achieve targets