Service Advisor at TMD Kenya (Thika Motor Dealers)

  • Full Time
  • Anywhere

Thika Motor Dealers

Thika Motor Dealers is reputed as a supportive employer in Kenya, offering opportunities for career growth, competitive benefits, and a collaborative work environment focused on customer satisfaction and employee well-being.

Service Advisor

  • Job Type Full Time
  • Qualification BA/BSc/HND , Diploma , KCSE
  • Experience
  • Location Kiambu
  • Job Field Customer Care 

Role Description

  • This is a full-time on-site role for a Service Advisor at TMD Kenya’s Thika branch. The Service Advisor will be responsible for providing customer-focused service by ensuring customer satisfaction, handling customer inquiries, and managing the aftersales process. Strong communication skills and a customer service mindset are essential for this role.

Responsibilities

  • Scheduling service appointments for customers.
  • Act as the Interface between customers and service technicians to coordinate preparation of repair estimate, create vehicle repair orders and maintenance for authorization through the application of the ERP.
  • Perform joint inspection of vehicles with customers both exterior and interior then accurately capture all customer’s issues and vehicle information in the ERP system and as per Aftersales policy & SOP.
  • Coordinate on the need for repairs and maintenance by relying on information relayed by technicians, by questioning customers thoughtfully, and by researching vehicle history and relevant vehicle database information; then provide a job order to workshop controller.
  • Co-ordinate preparation of repair estimates, send to customers and follow-up for work approval. The approval shall be by a signed pro-forma invoice or written email by the customer or an authorized representative of the customer.
  • Ensure customer vehicle maintenance is satisfactorily completed on time and details for customer services rendered and costs for those services invoiced appropriately, ensuring satisfaction at every step of interaction.
  • Ensure that a minimum of of 5 job cards per day are opened, closed and invoiced within the timelines as agreed with the customer.
  • Ensure that a target minimum of 20 customers per day (S3 and S4) are contacted and feedback documented in the shared reporting template.
  • Respond to and resolve Isuzu Contact Centre CRM trouble tickets (customer escalations) within the expected timelines.
  • Provide daily reports of customers contacted, job cards pending invoicing, WIP updates and any other reports as required by the supervisor.

Qualifications

  • Diploma in Automotive Engineering (Module 1,2,3)
  • KCSE, minimum of C- plain.
  • Ability to work extended hours and weekends when required.
  • Isuzu certification as required.
  • Customer Service, Customer-focused Service, and Customer Satisfaction skills
  • Excellent communication skills
  • Experience in aftersales services
  • Strong problem-solving abilities
  • Ability to work well in a team
  • Knowledge of the automotive industry is a plus
  • Degree or diploma in a relevant field

Method of Application

Interested and qualified? Go to TMD Kenya (Thika Motor Dealers) on www.linkedin.com to apply

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