Customer Interaction

• Greet customers warmly in person or on the phone.
• Listen actively to customer concerns about their vehicle.
• Clearly explain services offered, estimated costs, and expected repair time.
• Receive vehicles arriving at the facility (workshop, service center, or dealership).
• Perform a thorough visual inspection of each vehicle for dents, scratches, or other damage.
• Record vehicle condition using checklists, digital tools, or inspection reports.
• Verify vehicle identification details including VIN, license plate number, and odometer reading.
• Take photographs of vehicle condition upon arrival, if required.
• Let the customer get copy of the receiving checklist (Job Card)
• Maintain professionalism and patience, even in high-stress situations.

Service Center (Workshop) Interaction

• Communicate with service advisors or maintenance coordinators regarding vehicle condition or discrepancies.
• Tag and label vehicles for identification and tracking purposes.
• Assist in organizing vehicle parking and safe storage within the facility.
• Ensure vehicles are clean and ready before handover or servicing.
• Report any major damage or safety concerns to management immediately.
• Follow company (Workshop) safety guidelines when operating or moving vehicles.
• Assist in maintaining a clean, safe, and organized reception and inspection area.

Service Booking & Scheduling

• Schedule service appointments and manage workshop calendar.
• Coordinate with technicians to ensure timely service delivery.
• Follow up with reminders for upcoming appointments or regular maintenance.

Estimate Preparation

• Prepare and present repair or maintenance estimates.
• Explain parts, labor costs, and timeframes clearly.
• Get customer approval before proceeding with any work.

Job Order Management

• Create and manage repair orders or job cards.
• Ensure customer requests are accurately recorded on the repair order or job card for the technicians.
• Keep customers informed about job progress and any changes.

Complaint Resolution

• Handle complaints or concerns professionally and promptly.
• Escalate issues to supervisors or workshop managers if needed.
• Follow up after resolution to ensure customer satisfaction.

Payment Processing

• Handle invoicing, billing, and receipt issuance.
• Explain charges and answer billing-related questions.
• Manage warranty claims or insurance documentation where applicable.

Record Keeping & Documentation

• Maintain accurate service history for each customer and vehicle.
• Update databases with customer information, job status, and feedback.

Customer Retention & Follow-up

• Conduct follow-up calls or messages after service.
• Offer promotions, loyalty programs, or maintenance reminders.
• Gather customer feedback through surveys or direct communication.

Coordination with Workshop Staff

• Act as a communication link between customers and maintenance team.
• Ensure maintenance team have clear instructions from customers.
• Relay technical explanations or recommendations from mechanics to customers.

Education & Experience

• Diploma, BA equivalent required; In Automotive Technology or Business is a plus.
• Minimum 5 years of experience in customer service, preferably in an automotive service center or dealership environment.

Technical Skills

• Basic knowledge of automotive systems, repairs, and service procedures.
• Familiarity with vehicle inspection checklists, job cards, and estimate preparation.
• Proficiency in using service management software, scheduling tools, and basic computer applications (MS Office, email, CRM).

Communication & Interpersonal Skills

• Excellent verbal and written communication skills.
• Ability to explain technical issues clearly to non-technical customers.
• Strong active listening and problem-solving skills.
• Ability to remain calm and courteous in high-pressure situations.

Organizational Skills

• Strong attention to detail when documenting vehicle condition and customer requests.
• Ability to multitask and manage service bookings and job orders effectively.
• Time management skills to ensure timely follow-ups and updates.

Other Requirements

• Professional appearance and demeanor.
• Basic knowledge of billing, invoicing, and warranty/insurance documentation.
• Ability to work as a team player between front desk and workshop staff.
• Valid driver’s license (if responsible for moving vehicles on-site).