Customer Focus

1. Greet all customers as they enter the showroom, establish if they require the sales or service department, take details, offer refreshment, if a sales enquiry provide an initial introduction to the vehicle until customer is ready to speak to a sales consultant, introduce customer to sales consultant, if sales consultant not available continuously communicate with customer to ensure they are aware of the situation. If service enquiry/booking to personally introduce them to a service advisor.

2. Document any complaints from customers; advise the Assistant Sales Manager / Sales Manager.  

Operational

3. Co-ordinate with the Sales Consultant regarding any customer complaints.

4. Check that all display cars are kept clean and that each has a spec sheet present, report any discrepancies to Asst Sales Manager.

5. Provide administrative support to the Sales Supprt Executives and Receptionists when there are no customers requiring assistance.

6.        Attend regular staff meetings using them as a basis for the communication of any ideas for improvement in processes or cost savings.

Personal Development

7.     Maintain and develop own skills and technical knowledge through a development plan agreed with the line manager.

8.     Attend an annual appraisal in line with the company policy and procedures.

Key Performance Indicators

·           Customer satisfaction index

·           Time taken to greet customers

·           Personal customer feedback

Education/Qualification, Skills, Competencies and Experience

Identify the recruitment specifications needed to perform this job at fully-acceptable level

a.        Education/Qualification

·         High School Educated

·         Excellent spoken English

·         Telephone Call Training – Desirable

b.        Experience (experience required for the job)

·         Customer Service experience

·         Proven experience in a customer-facing role dealing with a high level of customer expectation

·         Understanding of high level grooming standards

c.        Skills (general job knowledge & skills)

·         Customer Focus – Empathy

·         Problem solving

·         Excellent verbal and written communication

·         Computer literacy