Welcome to a workplace where every individual passionately believes in their mission!
At our company, commitment extends beyond tasks; it's about infusing every action with purpose. We are dedicated to bringing unparalleled passion and customer focus to every facet of our business, creating an environment where your contribution truly matters.
To respond to customer queries on the telephone and in person in the Service Department.
SATISFACTORY PERFORMANCE WILL HAVE BEEN ATTAINED WHEN
A. The telephone is answered promptly, preferably within three rings, and in a manner defined by the Company.
B. Appropriate information and answers to queries are provided to customers seeking information.
C. All visitors and customers to Courtesy Garage Limited are greeted promptly and courteously.
2. To prepare Customer Job Sheet and receive the vehicle for service/maintenance/repair.
SATISFACTORY PERFORMANCE WILL HAVE BEEN ATTAINED WHEN:
A. Customer Job Sheets are prepared after listening to the customers’ concerns/complaints and an assessment/diagnosis is given.
B. Job Sheets are appropriately and accurately completed ensuring customer and vehicle data are accurate, parts and labour charges, time received and promised delivery time and payment terms are included.
C. Contents of the Job Sheet are explained to the customer and the customer’s approval and signature are obtained.
D. Vehicles are test driven by the Quality Control Inspector/Team Leader/Technic along with the customer to determine/diagnose/verify the specific problem, if required.
3. To check the vehicle before it is delivered to the customer and ensure that all work has been satisfactorily done.
SATISFACTORY PERFORMANCE WILL HAVE BEEN ATTAINED WHEN:
A. Communication takes place between the Quality Control Inspector and Workshop Coordinator regarding the progress and completion of the work on the customers’ vehicle.
B. All work requested by the customer is satisfactorily done and is done as detailed on the Job Sheet.
C. The customer is kept informed about the progress of work.
D. The customer is appropriately informed of any additional repairs/servicing or about any repair costs beyond the agreed estimate, where necessary.
E. The vehicle is clean both inside and outside and a clean floor mat is placed on the floor of the drivers’ side.
4. To deliver the vehicle to the customer after completion of service/repairs/maintenance and follow up with a telephone call.
SATISFACTORY PERFORMANCE WILL HAVE BEEN ATTAINED WHEN:
A. The customer is appropriately and immediately greeted and is accompanied to the vehicle and details of the work done are explained.
B. The customer is reminded of the next periodic maintenance schedule.
C. The vehicle has been test driven after completion of repairs by the Quality Control Inspector.
D. A telephone call is made to the customer within one (1) week of the service to determine quality of service and level of satisfaction.
E. Complaints or concerns are promptly brought to the attention of the Customer Care Administrator.
5. To ensure that all jobs are billed, and cash bills paid before vehicle leaves workshop. SATISFACTORY PERFORMANCE WILL HAVE BEEN ACHIEVED WHEN:
A. All bills are accurately completed for all jobs.
B. All cash bills are settled before vehicles are delivered.
C. Records are accurately kept on all transactions.
D. All charge bills are signed.
E. All Check In/Out sheets are signed.
6. To cooperate with other departments within CGL: Rentals, Sales, Parts, Used Cars, to ensure the repairs and servicing of vehicles and the preparation of new vehicles for delivery.
SATISFACTORY PERFORMANCE WILL HAVE BEEN ATTAINED WHEN:
A. The co-ordination of the delivery of new vehicles with the Sales Department takes place, ensuring that vehicles are cleaned and prepared according to specifications and are delivered on time.
B. Repairs and servicing of vehicles is done in the prescribed manner and meets the specifications of the other Departments within Courtesy.
C. There is collaboration with the Parts Department concerning parts needed as well as accurate costing associated with repairs/servicing.
7. To perform any other related duties as directed by the Customer Care Administrator, Manager, Service Department or the Regional After Sales Manager.
SATISFACTORY PERFORMANCE WILL HAVE BEEN ATTAINED WHEN:
A. All assignments are carried out to agreed standards.
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