(Land Rover) Cố vấn dịch vụ - Services Advisor

Job Description

APPOINTMENT

• Talk to the customer on the telephone to understand their requirements, to personalize the call, make the appointment and agree any mobility solutions (e.g. courtesy car) that will be provided

• Complete the Repair Order (Job Card) to provide an accurate and complete record of the customer’s requirements. Checks JLR systems (e.g. WASP, TOPIx) for any outstanding work that is required (e.g. Field Actions) and adds this to the Repair Order

ARRIVAL PREPARATION

• Makes a reminder call to the customer before the appointment to confirm the requirement, recap on any agreed mobility solutions and establish if any additional work is required on the vehicle. Updates the Repair Order if required to reflect additional work

ARRIVAL

• Greet the customer with a warm welcome on arrival and explains the work to be carried out and ensures customer approval has been obtained for the expected costs

• Take the opportunity to develop the conversation with the customer to find out more about them and develop the relationship. Where possible, recognises returning customers and builds on previous conversations to personalise the interaction

• Throughout the interaction with the customer, spots opportunities to talk about service promotions (e.g. winter tyres) or additional JLR services or products (e.g. JLR Gear) that will meet their needs. Introduces the appropriate colleague to provide more information if required

• Offer hospitality (refreshments etc.) to customers who will be waiting in the Lounge, to make them feel special

• Provide any guidance that is required on the agreed mobility solutions

REPAIR

• Liaise with colleagues in the Workshop to understand the progress being made on the vehicle and any additional work that is required (e.g. as a result of eVHC) or changes to the time when the vehicle will be ready

• Talk to the customer to explain the reason for any additional work and get their approval for the costs that are involved or communicate any changes to the time when the vehicle will be ready (dependable)

• Ensure that any requests from the customer are handled promptly and accurately so that the customer’s expectations will be met when they collect their vehicle and they feel that the Retailer has been dependable and easy to do business with. Aims to deliver the extra touches that make the customer feel special

COLLECTION

• Provide a full, transparent explanation of the work that has been carried out (including any complementary services) and arranges payment. Arranges a booking for any outstanding work or the next service/repair if appropriate

FOLLOW UP

• Contact the customer by telephone after their visit to the Retailer to establish that the customer is completely satisfied with the service that they have received. If negative feedback is received, ensures this is followed up quickly and resolved

• Ensure that the customer database is updated to reflect the customer’s visit to the Retailer, and any useful information that can be used to build the relationship is captured

TEAMWORKING

• Use an understanding of the KPIs and Standards for the Service operation to (e.g. quality of Repair Orders) to manage own performance and contribution to the team

• Take a proactive approach to identify any recurring problems which affect the customer experience, and raises these with the appropriate colleague (e.g. the Service Manager). Supports projects to deliver continuous improvement to ways of working

PROVIDES SUPPORT AND COACHING

• Provide support to Service colleagues to help them deal with complex or unusual situations (e.g. explaining a complex features of a vehicle to a customer or dealing with a customer who is angry or upset)

• Coach Service colleagues to help develop their knowledge of Jaguar Land Rover products, technologies or systems, or their customer-handling skills

• Support the Service Manager with some aspects of team development (e.g. the induction of new Service Advisors or organizing activities to build team spirit).

OTHERS

Other jobs assigned by the management.