Overview of the role 

This role is the representation of the brand & division to the customer, and maintains customer relations to ensure an end-to-end engaged Aftersales customer journey, that leads to revenue achievement & customer retention.

What you will do

•  Build long-term relationships with customers to ensure customer retention & loyalty.
•  Achieve financial objectives by upselling & discount control, to meet monthly revenue targets.
•  Actively engage with the customer through consultation on customer needs & service requirements, through the whole service process, in order to ensure vehicle is fixed right the first time. 
• Coordinate with the Production Team to ensure timely progress update of Vehicle to customers at all times to keep the customer informed and to maintain the on-time-delivery commitment.
• At the time of delivery (of the vehicle), ensure that the customer is provided detailed explanation of all work performed & cost associated with those repairs, for the customers to understand the value-addition of services rendered by the business. 
•  Effectively manage customer complaints to satisfactory closure of all complaints, to sustain & improve the Customer Service Value & Net Promoter Scores.
• Active compliance to all Standard Operating Procedures, Company policies & Distributor Programs to ensure consistency in the customer experience. 

Skills

Required Skills to be successful

• Working knowledge of MS office, SAP knowledge preferred, 
• Customer handling skills 
• Good communication skills. 
• Conversant English & basic Arabic speaking
• Technically proficient 
• Product and process knowledge
•  

About the Team

• You will work in AFM Toyota Aftersales Retail Business reporting to Reception Supervisor .

What equips you for the role

• Diploma or Bachelor of Automobile /Mechanical Engineering.
• 3 to 5 years overall experience with automotive industry, preferably in a similar service role.