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About the Role
Position Overview
The Service Consultant at ZMG Isuzu Motor Dealership is essential in providing an exceptional customer experience, acting as a bridge between customers and the service department. This role ensures that customers receive prompt, precise, and high-quality service and repairs for their vehicles. They facilitate a seamless service journey, from scheduling appointments to delivering vehicles, while upholding a high level of customer satisfaction. This position demands strong communication skills, automotive expertise, and a customer-focused mindset to ensure efficient service and client loyalty.
Customer Interaction & Service Coordination
• Greet customers, evaluate their service needs, and offer professional assistance.
• Clearly explain service options, costs, and timelines to customers.
• Efficiently schedule appointments while managing the service department's workload for optimal resource utilization.
• Manage vehicle check-ins efficiently.
• Assist with pre-delivery inspections, ensuring that serviced vehicles meet quality and safety standards before returning them to customers.
• Provide repair estimates and secure customer approval prior to starting work.
• Keep customers updated on service progress, delays, and any additional repair suggestions.
Work Order & Documentation Management
• Create and maintain work orders in the Dealership Management System (DMS).
• Develop detailed work orders outlining customer requirements and vehicle issues for service technicians.
• Accurately document customer concerns, technician recommendations, and repair histories.
• Provide accurate service and repair estimates, detailing parts and labor, and clearly explain these to customers.
• Collaborate with the parts department to ensure timely availability of necessary components.
• Efficiently manage warranty claims and service-related paperwork.
Customer Satisfaction & Retention
• Conduct follow-up calls post-service to assess customer satisfaction.
• Professionally address and resolve customer complaints in a timely manner.
• Promote dealership service packages, maintenance plans, and additional offerings.
• Develop and nurture strong, long-term customer relationships to foster loyalty.
Coordination with Service & Technical Teams
• Clearly communicate customer concerns to technicians, ensuring work is completed as requested.
• Collaborate closely with the service manager to maintain workflow and enhance service efficiency.
• Ensure that vehicles are ready for pickup promptly and cleaned as necessary.
Compliance & Best Practices
• Follow ZMG Isuzu Dealership’s service policies and brand standards.
• Ensure adherence to safety and warranty guidelines.
• Stay informed about Isuzu vehicle models, service practices, and technical advancements.
Requirements
Qualifications & Experience
Education: Minimum of a Diploma ; additional training or certification in automotive technology or customer service is advantageous.
Experience: Over 2 years of work experience in a customer-facing role, with a basic understanding of vehicle maintenance and repair processes.
Skills:
Excellent communication and interpersonal abilities.
Strong organizational and multitasking skills.
Proficiency in computer systems and service management software.
Ability to thrive under pressure and manage challenging situations - Capability to operate in a fast-paced environment while ensuring accuracy and customer satisfaction.
Customer-focused mindset emphasizing quality and service.
About the Company
ZMG Isuzu is Lesotho’s only official Isuzu dealership, dedicated to providing premium automotive solutions to individuals and businesses across the country. As the exclusive Isuzu dealer in Lesotho, we offer a full range of new Isuzu vehicles across all derivatives – LCV, SUV and CV, genuine parts, and expert servicing to ensure our customers enjoy unmatched reliability and performance.