Maintenance Reminder and Appointment Staff

JOB SUMMARY AND PURPOSE

The Maintenance Reminder and Appointment Staff is the one in charge of taking and setting appointments with the customers.  She conducts after-service surveys and follow-up calls.  She is also responsible for getting the customer’s personal, vehicle and contact information during the initial service appointment call, in order to input those into the Dealership database for future reference.

 

ACCOUNTABILITIES

• 100% Callout and Reminders to all Service Customers due for Maintenance
• Achievement of PMS Targets
• Achievement of MRS KPIs
• Achievement of Workshop Sales Target for PM
• Compliance to TMP, Internal, and other related Policies and Procedures
• Any related financial or legal accountability proven to have resulted from the employee’s non-compliance to TMP, Internal, and other related Policies and Procedures
• Accomplishment of all required turn-over and securing of clearance for instance of separation with the company.

 

JOB QUALIFICATIONS

Minimum Education

• Graduate of any four-year course
• Communications Graduate an advantage

Minimum Experience

• 1-2 years’ experience in customer service or call center operations an advantage
• Fresh Graduates are welcome to apply

Knowledge and Skills required

• Excellent verbal and listening skills
• Knowledgeable in Excel
• Customer service oriented
• Good attention to details

Amount of supervision received by the incumbent

• Reports to the MRS Supervisor but she will work independently on his own after  a general orientation

Level of financial responsibility and accountability

• The incumbent is responsible for  managing the preferred appointment of the customers

Impact of action carried by this job

• Wrong appointment booking may result to dissatisfied customer or concern customer
• Inaccurate sending of Maintenance Reminder may result to loss customers

Level of communication and nature of contacts

Level  and nature of internal contacts

• Has regular contacts with Marketing Professionals and Service Advisors, and Service Heads

Level  and nature of external  contacts

• Has regular contacts  with customers