Bookings Clerk

SUMMARY:
Main Purpose of the Role

To strive in providing customers with a professional service experience whilst ensuring adequate communication between customers, parts and service departments in achieving customer satisfaction goals
By effectively managing the booking process and providing exceptional customer service, the Motor Vehicle Dealership Bookings Clerk contributes to the overall success and reputation of the dealership.

POSITION INFO:
Key Performance Areas
1. Booking Appointments: Schedule appointments for vehicle servicing, maintenance, repairs, and other related services requested by customers.
2. Customer Interaction: Interact with customers via phone, email, or in-person to understand their service needs, address inquiries, and provide information regarding available appointment slots, service options, and pricing.
3. Appointment Scheduling: Use dealership management software or scheduling systems to book appointments, ensuring efficient allocation of service bays and technicians' time.
4. Service Recommendations: Provide customers with recommendations for routine maintenance based on mileage, manufacturer guidelines, and vehicle inspection results.
5. Confirmations and Reminders: Confirm scheduled appointments with customers via phone, email, or SMS and send appointment reminders to reduce no-shows and ensure timely arrivals.
6. Documentation: Maintain accurate records of appointments, service requests, customer information, and service histories in the dealership's database or CRM system.
7. Coordination with Service Department: Liaise with the service department to ensure they are adequately staffed and prepared for scheduled appointments, including parts availability if needed.
8. Upselling and Cross-selling: Identify opportunities to upsell additional services or products based on customers' vehicle maintenance needs and dealership promotions.
9. Customer Satisfaction: Ensure a high level of customer satisfaction by providing excellent service, addressing concerns or complaints promptly, and following up with customers post-service to ensure their expectations were met.
10. Administrative Tasks: Assist with general administrative duties such as filing paperwork, processing payments, and maintaining a clean and organized workspace.
11. Team Collaboration: Collaborate with other dealership staff, including service advisors, technicians, and parts department personnel, to ensure smooth operations and customer satisfaction.
12. Compliance: Ensure compliance with dealership policies, procedures, and industry regulations related to customer service, vehicle servicing, data privacy, and consumer rights.
13.Training and Development: Stay updated on dealership services, vehicle models, maintenance procedures, and industry trends through training sessions and self-study to enhance job performance and customer interactions.
Minimum Requirements
- Minimum Senior Certificate - Grade 12
- Fully Bilingual (English, Afrikaans) – a third SA language would be an advantage
- Would be considered an advantage if working experience was within Jaguar Land Rover Dealership
- Motor dealership industry experience is essential
- Working Experience in the role of Bookings Clerk within a Dealership would be preferred.
- Some mechanical knowledge would be a significant advantage
Essential Competencies/Skills/Knowledge:
- Communication with Impact
- Customer & Service Orientation
- Problem Solving
- Motivation to Perform & Achieve Results
- Self-Management and Resilience
A competitive salary is offered plus an incentive scheme, as well as standard company benefits such as medical aid and provident fund contributions.