JOB OVERVIEW
The Receptionist is the first point of contact within the dealership, for visitors and customers and ensures the highest level of Customer Service is provided. This job is responsible to greet customers, determine their needs, and personally transfer the customer to the responsible Sales/Service representative at the dealership.
KEY DUTIES AND RESPONSIBILITIES
- Support colleagues responsible for the Sales, Service, and back-office departments in all customer contact and support processes which includes organisational and administrative tasks.
- Control customer queries and ensure, by means of direct forwarding to the responsible contact person, that these customer queries are processed professionally.
- Receive customer requests, direct customers to the required colleagues and offer alternative, substitute services for customers without appointments.
- Actively offer and introduce the differentiation options for customers without appointments (if these are offered in the dealership).
- Receive and document customer data by using the dealership Dealer Management System (DMS) or databases for customers without appointments.
- Check the capacity of the Certified Service Advisors and assigning them any customers that arrive without appointments. Walk the customer over or direct them to the waiting area.
- Check, update and, where necessary, create new customer information and vehicle-related data in the internal DMS.
- Check for pending service measures and unfinished work for chance customers.
- Check and document data privacy statements from the customer and advising or explaining all necessary in-formation on the data privacy statement.
- Coordinate all necessary documents and discuss these documents with the customer.
- Receive vehicle keys and vehicle documents from the customer.
- Offer active reception with explanation of the benefits.
- When customers arrive without an appointment, support with the filing or a preliminary order or a workshop order as well as to update the vehicle and customer database. This involves opening a preliminary order or a workshop, checking and updating the vehicle and customer history details.
WORK EXPERIENCE
- 1-3 years of experience in the automotive industry
EDUCATIONAL QUALIFICATION
