Senior Service Consultant

Overview

About the job Responsibilities

Receives service department customers, greets them cordially and performs vehicle's check, externally and internally, marks any scratch or damage or anything beyond the standard shape. Actively listens to customer concerns and creates repair orders using expertise and common sense, ensuring clarity for technicians. Obtains customer signatures on repair agreements and job cards after verifying details like target completion date. Provides copies and forwards originals to the control tower. Follows up the work in progress on the vehicle and updates the customer about the details when required and calls them for invoice finalization and vehicle pick up when it is ready. Gets the customer's approval on initial repair cost and explains thoroughly any extra work estimation for further approval. Secures supervisor approval for extra work, especially warranty-related, adhering to company policies. Applies upselling techniques to promote value-added services (OBS) and achieve set targets. Assists customers during payment settlement and delivers gate passes for vehicle wash. Explains completed work before car handover. Responsible to contact certain customers, whose vehicles are involved in some recall campaigns, in order to complete the required job in the company's service facility. Follows up within three days of delivery to confirm satisfactory repairs and reports any issues to the supervisor. Effectively implements Vent avid by sending service visit videos, fostering trust and promoting additional services. Utilizes CSSC (Customer Satisfaction Survey Card) to educate customers about the NPS survey, building awareness for customer satisfaction measurement. Selects the correct service category type during job card invoicing stage to avoid surveying invalid cases such as “Est. Comp. / Part. Not App.”, “No Repair Performed”, “Part Not Available” & “Repeat Repair” to. Completes Customer Complaint Verification sheets (CCVS) for intermittent, drivability and NVH concerns to ensure thorough diagnosis and F1. Communicates with customers experiencing non-reproducible issues and arranges test drives to replicate and address concerns. Reviews customer needs by reviewing customer information prior to meeting with or contacting any customer and use this to personalize the interaction. This should be done one day prior to the appointment. Utilizes VSBS for booking walk-in appointments to eliminate unnecessary call center transfers. Responsible for the efficient implementation of Valet program. Assures to fulfill the commitment toward Valet customers. Responsible for the efficient implementation of Mobile Service program. Assures to fulfill the commitment toward Mobile Service customers. Maintains a professional appearance at all times. Acts on behalf of the service manager when required or instructed. Skills

Customer Service Excellence :

Exceptional customer service skills are vital for understanding customer needs and providing tailored solutions that enhance their experience. Technical Knowledge :

A strong grasp of automotive systems and repair processes is essential for accurately advising customers and ensuring quality service. Communication Skills :

Proficient verbal and written communication skills are necessary for effectively conveying information to customers and collaborating with team members. Problem-Solving Skills :

The ability to assess situations, identify issues, and implement effective solutions is crucial for addressing customer concerns and improving service quality. Leadership and Mentoring :

Strong leadership skills are required to guide and develop junior consultants, fostering a culture of teamwork and continuous improvement.

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