CFAO Mobility Zambia Limited

Position: Service Advisor

Key Responsibilities

Ensure speedy maintenance and repair through clear identification of customer needs and accurate job card preparation.

Strictly use current “Standard Operating Procedure for Reception Process” to take appointments.

Responsible for ensuring that the service department contributes to customer satisfaction by providing excellent customer care & strengthening customer relationships for both existing customers and prospective clients.

Utilize the service appointment system to maximize the facility and manpower capacity as well as reduce no show rate.

Ensure vehicle cleanliness through use of vehicle protection materials (Seat covers, floor mats etc.).

Provide clear cost estimates, monitor the work progress and keep customer informed of additional work done, changes to cost and completion times.

Ensure proper explanation of customer invoices in terms of all parts, labor, and lubricants & consumables charges.

Actively promote the services and benefits of the distributor service and parts departments to all customers.

Ensure customers are notified of payment prior to collection.

Take all necessary actions to address, resolve & follow-up all customer complaints in the shortest possible time.

Ensure that all customer vehicles are clean and ready according to the promised completion time.

Carry out the service delivery to the customers using the “7 – Steps Service procedures” & adhere to TSM & Toyota Standards basic requirements.

Ensure all warranty work has been identified and signed for by customer.

Manage cash clearing account.

Strictly monitor work in progress.

Qualifications & Skills

Professional qualification in related field.

At least two years experience in Motor Industry.

Good Communication & Interpersonal Skills.

Product Knowledge.

Certified Toyota Technician.

• Ensure speedy maintenance and repair through clear identification of customer needs and accurate job card preparation.
• Strictly use current “Standard Operating Procedure for Reception Process” to take appointments.
• Responsible for ensuring that the service department contributes to customer satisfaction by providing excellent customer care & strengthening customer relationships for both existing customers and prospective clients.
• Utilize the service appointment system to maximize the facility and manpower capacity as well as reduce no show rate.
• Ensure vehicle cleanliness through use of vehicle protection materials (Seat covers, floor mats etc.).
• Provide clear cost estimates, monitor the work progress and keep customer informed of additional work done, changes to cost and completion times.
• Ensure proper explanation of customer invoices in terms of all parts, labor, and lubricants & consumables charges.
• Actively promote the services and benefits of the distributor service and parts departments to all customers.
• Ensure customers are notified of payment prior to collection.
• Take all necessary actions to address, resolve & follow-up all customer complaints in the shortest possible time.
• Ensure that all customer vehicles are clean and ready according to the promised completion time.
• Carry out the service delivery to the customers using the “7 – Steps Service procedures” & adhere to TSM & Toyota Standards basic requirements.
• Ensure all warranty work has been identified and signed for by customer.
• Manage cash clearing account.
• Strictly monitor work in progress.

• Good Communication & Interpersonal Skills.
• Product Knowledge.

• Professional qualification in related field.
• Certified Toyota Technician.