JOB DESCRIPTION

Functional Responsibilities

Customer handling

• Ensure high satisfaction and customer loyalty.

• Staff satisfaction, staff development and staff motivation.

• Achieve a high level of sales and market share.

• Ensure a high level of workshop performance with utilization of capacity, productivity, efficiency and quality of work (Fix It Right First Time).

• Utilization and maintenance of the Service Upgrade processes.

• Labour and parts sales performance

• Operating and quality performance

• Customer care and car return process

• Weekly issue of the measurement system

• Service profit

• Warranty claims

MAIN FUNCTIONS

• Meet all customer wants and promises made.

• Constantly review market developments and competition.

• Offer competitive terms to all customers.

• Ensure a high quality of work, review quality of work and take improvement actions.

• Develop and implement marketing programs to increase business.

• Ensure a friendly customer handling process.

• Enable staff to operate a customer friendly “customer complaint system”.

• Control and continually improve customer satisfaction levels.

• Ensure staff are dressed in company uniform, are friendly, professional and Behave in a positive “can do” manner.

• Develop, operate and review business plans and objectives by –

• Market share and revenue objectives

• Budgets including expense control

• Training and development plans of your staff

• Marketing plan

• Operate a staff suggestion scheme.

• Ensure a high level of productivity, efficiency and quality of work in parts and service.

• Maintain control and maintenance of equipment in the departments.

• Ensure that franchise requirements (franchise agreement, warranty, facility, equipment etc.) are met.

KNOWLEDGE, SKILLS AND EXPERIENCE:

1. Minimum 3 years of management experience
2. High level of communication and leadership skills.
3. Fluency in English.
4. Self –starter and management capabilities.

OTHERS:

1. High level of self- confidence, positive attitude and motivator.
2. Honest and trustworthy personality.
3. Able to talk to Key Accounts as well as retail customers