Job Purpose
To deliver friendly and efficient customer service and create a warm and welcoming atmosphere for all customers, with the key aim of retaining existing customers and attracting new ones.
Job Responsibilities
Greet and welcome customers confidently and in a professional manner.
Guide customers through the showroom, introduce them to the Sales Consultant, and arrange refreshments.
Assist customers until a Sales Consultant becomes available.
Contact customers two days after their visit to ensure a high level of customer service is maintained.
Ensure walk-in customer details are captured, entered into the system as leads, and submitted to the line manager on a daily basis.
Create leads in Salesforce and transfer them to the relevant Sales Consultant.
Ensure all leads are converted and reported to the manager.
Create leads from telephone enquiries and forward them to the Sales Team.
Ensure all incoming calls are answered within three rings.
Ensure all calls are transferred to the appropriate person within 45 seconds.
Ensure the timely submission of the showroom tracker, first visit survey detailed report, SSI report, telephone enquiries report, delivery follow-up report, and any other reports as required.
Remain alert to any unusual or untoward activities occurring within the showroom and report them accordingly.
Support the Delivery In Charge/Delivery Manager in receiving vehicles on Oracle and updating the new vehicle stock ageing report on a daily basis.
Support the Delivery In Charge/Delivery Manager in arranging showroom display vehicles and updating the stock ageing report on a weekly or bi-weekly basis.
Support the Delivery In Charge in conducting physical stock checks on a weekly basis.
Support the Delivery In Charge/Manager in maintaining and managing test drives on a daily basis.
Maintain records relating to the maintenance of the test drive vehicle fleet.
Assist with the preparation and coordination of test drives for Sales Executives.
Collect customer feedback and forward it to the Branch Manager for review on a daily basis.
Assist in sourcing and coordinating required maintenance and support suppliers.
Maintain an inventory of supplies and report stock levels to the line manager as required.
Desired Candidate Profile
Educational Qualification
Work Experience
Competencies
Proven experience in customer service, preferably within a showroom, retail, or hospitality environment.
Strong communication and interpersonal skills.
Excellent organisational skills and attention to detail.
Ability to work under pressure and manage multiple tasks effectively.
Professional and friendly demeanour with a strong focus on customer satisfaction.
Proficiency in Microsoft Office and showroom management software (preferred).
Languages