Bookings Clerk (Motor Industry)

Helderberg Personnel; Stellenbosch; On-site; ZAR 150 000 - 250 000; Full time

Job summary

An established industry player is seeking a dedicated Bookings Clerk to enhance customer service in a dynamic motor dealership environment. This role involves scheduling appointments, interacting with customers to address their needs, and ensuring a smooth operation within the service department. The ideal candidate will have relevant experience in the motor dealership industry, be fully bilingual in English and Afrikaans, and possess strong communication skills. If you are passionate about delivering exceptional customer service and thrive in a collaborative team setting, this opportunity is perfect for you.

Qualifications

• 2-3 years of relevant industry experience required.
• Experience as a Bookings Clerk in a dealership preferred.

Responsibilities

• Schedule appointments for vehicle servicing and repairs.
• Interact with customers to understand their service needs.
• Maintain accurate records of appointments and customer information.

Skills

Bilingual (English, Afrikaans)

Customer Service Skills

Communication Skills

Mechanical Knowledge

Experience in Motor Dealership

Tools

Dealership Management Software

CRM System

Job description

Requirements :

• 2-3 years relevant industry experience
• 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

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 organized 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.