Service Advisor at CFAO Motors Kenya limited (Formerly Toyota Kenya)

Job Ref: MN 7286

Job Purpose

The jobholder is responsible for quality customer advisory services to clients to support customer retention and high customer satisfaction rates in line with the Toyota standards

Service Advisor Job Responsibilities

• Service customers at the reception and advise them on estimated duration of proposed works on their vehicles, to ensure minimal customer complaints as well as enhanced customer satisfaction
• Determine customer needs and communicate these to the Body & Paint shop to ensure the cars are fixed right the right first time, and delivered to the client in a timely manner
• Open work orders (job cards) which allow the assessment of the vehicle defects and report the same to the customers with repair cost in order to receive permission to proceed with repairs
• Keep customers informed of work progress and notify on any changes during the repair process to ensure minimal complaints from clients, and to manage client expectations
• Monitor the repair of customer vehicles within the agreed time frame to ensure satisfaction and thus retention and attraction
• Prepare job invoices and share with customers to ensure payment is done in good time
• Check to confirm if all payments are received before delivery of repaired vehicles to customers, to delivery to customer to facilitate prompt payment
• In liaison with the relevant stakeholders, attend to client complaints in a timely manner for enhanced customer satisfaction
• Invite customers to collect their vehicles upon payment to ensure timely delivery of services to clients and to reduce the number of vehicles waiting to be collected

Qualifications for the Service Advisor Job

• Bachelor’s Degree in Automotive Engineering or other relevant field from a recognized institution
• 3 years of relevant experience in an organization of comparable size of operations