Aftersales Administration

Golf Cars Australia; Gold Coast City; On-site; AUD 55,000 - 75,000; Full time

Job summary

Golf Cars Australia is seeking an Aftersales Administrator to be the main point of contact between customers and the workshop, manage service bookings, maintain warranty standards and process paperwork.

Based at our Helensvale head office on the Gold Coast, this office-based role requires excellent communication, strong organisational skills, attention to detail, and the ability to coordinate with service technicians to deliver timely, transparent warranty service.

Qualifications

• Excellent communication and interpersonal skills to interact with customers and technicians.
• Organisational and multitasking abilities to manage appointments, workflow, and service documentation.
• Digital literacy with proficient use of Outlook, Excel and customer management systems.
• Proven skills and accuracy with figures and documentation processing.

Responsibilities

• Greet customers and provide a professional and welcoming experience.
• Answer customer enquiries by phone, email and in person.
• Receive golf carts and vehicles into the workshop for servicing, repairs and maintenance.
• Discuss customer concerns and accurately record repair and service requirements.
• Create and assist in managing service bookings.
• Obtain customer approval before proceeding with additional repairs where required.
• Keep customers updated on the progress of their golf cart.
• Explain completed repairs, servicing and recommended maintenance to customers.
• Coordinate customer collection and delivery of golf carts.
• Handle customer questions and concerns professionally and elevate issues when required.
• Assess vehicles eligibility for warranty work
• Maintain an up to date and accurate warranty claims ledger
• Assess and submit warranty claims in line guidelines as set by the Distributor
• Maintain storage, forwarding and disposal of replaced warranty parts in line with warranty guidelines and requests
• Follow up on all unpaid warranty claims with the Distributor
• Promote issues for customer satisfaction involving warranty matters
• Maintain the warranty ledger
• Submit timely and accurate warranty claims in line with the warranty policies and procedures
• Reconcile warranty payments against the warranty ledger
• Meet distributors target for warranty claim first time submission accuracy

Skills

Strong communication

Organisational multitasking

Outlook & Excel

CRM systems

Attention to detail

Documentation & figures

Tools

Outlook

Excel

CRM

Job description

The role is responsible for being the main point of contact between customers and the workshop, managing service bookings, maintaining warranty standards, processing paperwork and record keeping.
The role is a multifaceted role with required understanding and management of Warranty claims and processes with key focus on ensuring customers receive clear and professional communication throughout all aspects of aftersales.

The successful candidate will have excellent communication and organisational skills, a strong attention to detail, and the ability to manage multiple tasks in a busy dealership environment.

The role is responsible for being the main point of contact between customers and the workshop, managing service bookings, maintaining warranty standards, processing paperwork and record keeping.
The role is a multifaceted role with required understanding and management of Warranty claims and processes with key focus on ensuring customers receive clear and professional communication throughout all aspects of aftersales.

The successful candidate will have excellent communication and organisational skills, a strong attention to detail, and the ability to manage multiple tasks in a busy dealership environment.

Customer Interaction

The role is crucial in maintaining positive customer relationships.
Explaining technical information in understandable terms, offer service recommendations, and provide guidance on warranty coverage, cost-saving options, and maintenance schedules.
The ability to handle customer complaints professionally and ensure a smooth, transparent service experience.

Required Skills and Qualifications

Successful Aftersales and administration will possess the following attributes:

• Strong communication and interpersonal skills to interact effectively with customers and technicians.

• Organisational and multitasking abilities to manage appointments, workflow, and service documentation.
• Digital literacy with proficient use in Outlook, excel and customer management systems.
• Proven skills and accuracy with figures and documentation processing

Work Environment

We are a small team in a Family run business with a collective of vibrant fun team members.
Prepare for each day to bring something new, with ever changing dynamic, we are looking for someone with the flexibility and adaptable nature to pivot as the days require.

Working from our head office, located in Helensvale Gold coast. The role is office based with frequent interaction with the repair shop, parts and sales.
The role involves direct customer contact and collaboration with service technicians to ensure accurate and timely vehicle repairs.

Tasks

• Greet customers and provide a professional and welcoming experience.
• Answer customer enquiries by phone, email and in person.
• Receive golf carts and vehicles into the workshop for servicing, repairs and maintenance.
• Discuss customer concerns and accurately record repair and service requirements.
• Create and assist in managing service bookings.

• Obtain customer approval before proceeding with additional repairs where required.
• Keep customers updated on the progress of their golf cart.
• Explain completed repairs, servicing and recommended maintenance to customers.
• Coordinate customer collection and delivery of golf carts.
• Handle customer questions and concerns professionally and elevate issues when required.
• Assess vehicles eligibility for warranty work
• Maintain an up to date and accurate warranty claims ledger
• Assess and submit warranty claims in line guidelines as set by the Distributor

• Maintain storage, forwarding and disposal of replaced warranty parts in line with the distributors warranty guidelines and requests
• Follow up on all unpaid warranty claims with the Distributor

Goals

• Promote issues for customer satisfaction involving warranty matters
• Maintain the warranty ledger
• Submit timely and accurate warranty claims in line with the warranty policies and procedures
• Reconcile warranty payments against the warranty ledger
• Meet distributors target for warranty claim first time submission accuracy