POSITION CONCEPT:

To develop the skills of the customer-facing staff, and build a strong bridge between the Service Reception and the Workshop, To ensure that excellent customer service is delivered.

 MAIN RESPONSIBILITIES:

·        Ensures Service Advisors with the most suitable skills are working on developing excellent customer relationships

·        To assign and monitor service revenue targets to their Service Advisor

·        Develops and identifies Customer Advisor training requirements

·        Ensures Customer concern is clearly defined by all customer-facing staff

·        Coordinate with parts department to ensure the Customers are fully aware of the Parts status

·        Develops a strong working relationship with the workshop managers and team leaders to ensure all the customer's instructions are being followed

·        Performs periodic checks to ensure all customer-facing staff are following the instructions requested by the customers

·        Ensures that all invoicing is done correctly and to the highest standards

·        Ensures that all the paperwork being generated is up to the highest standards

·        Ensures that the standards requested by Nissan are followed and ready for outside audit at any time

·        Maintains the coverage of staff required to best serve the customers’ requirements

·        Conduct on the job training, to ensure that the staff are operating to the maximum efficiency

·        Conduct weekly meeting with the Workshop Team leaders to voice customer concerns and develop strategies to rectify the concerns

·        Monitor the Work In Progress and keep it at a minimum 

·        Take corrective action with the Service Senior Management team to continually develop CSI

·        Assume other responsibilities as assigned by the direct manager