Bookings Clerk

University of Fort Hare; Stellenbosch; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A well-established luxury dealership in Stellenbosch is seeking an experienced Bookings Clerk to manage customer appointments and enhance service satisfaction. The successful candidate should be fully bilingual, have at least 2-5 years of dealership experience, and possess strong customer service skills. Responsibilities include scheduling appointments, interacting with customers, providing service recommendations, and ensuring smooth operations. A competitive salary and substantial company benefits are offered.

Benefits

Competitive salary

Large company benefits

Qualifications

• At least 2-5 years of experience in a similar position within a motor dealership.
• Experience in the role of Bookings Clerk preferred.
• Ability to manage customer interactions effectively.

Responsibilities

• Schedule appointments for servicing, maintenance, and repairs.
• Interact with customers to understand service needs.
• Use scheduling systems to book appointments efficiently.
• Provide maintenance recommendations based on vehicle needs.
• Confirm appointments and send reminders to customers.
• Maintain accurate records of appointments and customer information.
• Coordinate with service departments to ensure preparedness.
• Identify upselling opportunities during customer interactions.
• Ensure high customer satisfaction through excellent service.
• Assist with administrative duties as required.

Skills

Fully Bilingual (English, Afrikaans)

Customer Service Orientation

Self-Management

Some Mechanical Knowledge

Job description

A Well-established Luxury Dealership has an opportunity for an experienced Bookings Clerk with at least 2 – 5 years experience in a similar position within a motor dealership to join their team in Stellenbosch (Western Cape).

The successful candidate will provide customers with a professional service experience whilst ensuring adequate communication between customers, parts and service departments in achieving customer satisfaction goals. By effectively managing the booking process and providing exceptional customer service, the Motor Vehicle Dealership Bookings Clerk contributes to the overall success and reputation of the dealership.

Requirements

• Fully Bilingual (English, Afrikaans) – a third SA language would be an advantage
• Motor dealership industry experience is essential
• Working Experience in the role of Bookings Clerk within a Dealership would be preferred.
• Some mechanical knowledge would be a significant advantage
• Customer and Service Orientated
• Self-Management and Resilience

Duties will include, but are not limited to:

• Booking Appointments:
  • Schedule appointments for vehicle servicing, maintenance, repairs, and other related services requested by customers.
• Customer Interaction:
  • Interact with customers via phone, email, or in-person to understand their service needs, address inquiries, and provide information regarding available appointment slots, service options, and pricing.
• Appointment Scheduling:
  • Use dealership management software or scheduling systems to book appointments, ensuring efficient allocation of service bays and technicians' time.
• Service Recommendations:
  • Provide customers with recommendations for routine maintenance based on mileage, manufacturer guidelines, and vehicle inspection results.
• Confirmations and Reminders:
  • Confirm scheduled appointments with customers via phone, email, or SMS and send appointment reminders to reduce no-shows and ensure timely arrivals.
• Documentation:
  • Maintain accurate records of appointments, service requests, customer information, and service histories in the dealership's database or CRM system.
• Coordination with Service Department:
  • Liaise with the service department to ensure they are adequately staffed and prepared for scheduled appointments, including parts availability if needed.
• Upselling and Cross-selling:
  • Identify opportunities to upsell additional services or products based on customers' vehicle maintenance needs and dealership promotions.
• Customer Satisfaction:
  • Ensure a high level of customer satisfaction by providing excellent service, addressing concerns or complaints promptly, and following up with customers post-service to ensure their expectations were met.
• Administrative Tasks:
  • Assist with general administrative duties such as filing paperwork, processing payments, and maintaining a clean and organised workspace.
• Team Collaboration:
  • Collaborate with other dealership staff, including service advisors, technicians, and parts department personnel, to ensure smooth operations and customer satisfaction.
• Compliance:
  • Ensure compliance with dealership policies, procedures, and industry regulations related to customer service, vehicle servicing, data privacy, and consumer rights.
• Training and Development:
  • Stay updated on dealership services, vehicle models, maintenance procedures, and industry trends through training sessions and self-study to enhance job performance and customer interactions.

In return, a competitive salary is on offer coupled with large company benefits.