Overall Purpose

The Back Office Admin is responsible to ensure an enhanced level of customer satisfaction and customer loyalty. The Back office Admin is the and the vital link of ensuring that the customers’ requirements are valued and executed at the highest standards – and the ‘face’ of the company in case support is needed in the reception area.

 Main Duties & Responsibility

• Ensure complete customer satisfaction to one’s best ability
• Manufacture customer touch points, processes, guidelines and standards
• Answer and attends to customer queries and bookings in a professional and prompt manner
• Ensure correct customer details and updates CRM information accordingly
• Create job cards and attaches relevant/required documentation, such as vehicle information, service and diagnostic check sheets, recall/campaign information
• Action identified recalls/technical campaigns immediately. Informs customers of affected vehicles, re. processes for required interventions, scheduling and monitoring repairs accordingly
• Schedule vehicle appointments diligently and assigns jobs to suited workshop technical ability
• Ensure workshop loading is correctly assigned and maximised to optimal capacity
• Allocate and monitors ‘client waiting’ appointments correctly
• Identify ‘Repeat Repair’ concerns and processes job cards to the respective superiors for immediate action
• Communicate precise information to superior regarding customer concerns, vehicle repairs and requirements, to ensure smooth and effective vehicle repair process
• Communicate effectively and in a timely manner with customers for repair estimates, approval of additional repairs, vehicle repair status, future repairs and ordering of parts required
• Monitor daily log sheet of vehicle throughputs with superiors and identify possible vehicle repair completion delays and action and advise concerned customers accordingly
• Contact customers for vehicle collection.
• Ensure that all technical information, advice and repairs performed on customer vehicles are document via the DMS and explained cohesively and in detail to the customer upon vehicle collection
• Create purchase orders and inputs to WIP for any local repairs and provides petty cash for authorised purchases via the superior
• Process cash and warranty invoices
• Handle invoicing of credit accounts and internal job cards, including PDI
• Process cash deposits, when necessary
• Request purchase orders from companies or government entities as required
• Ensure to encourage and upsell vehicle franchise incentives, i.e. upgrade BMW service packs, and aftersales promotions
• Prepare weekly job cards for filing and warranty job cards for processing
• Perform required franchise online training and attends job related courses locally and overseas, when required
• Adhere strictly to health and safety regulations and company policies together with franchise standard requirements
• Process and manage all leads received through the manufacturer’s systems, including but not limited to AWP Leads and Tickets, ensuring timely follow-up daily, accurate system updates, and maximising upselling and additional sales opportunities where appropriate

Qualifications and Experience

O’ level Standard of Education

Basic understanding of basic motor vehicle components

Previous experience in a similar role will be considered an asset

Benefits

Health Insurance

Benefits Card

 All personal data will be treated in strict confidence.

Interest candidates are kindly requested to fill in the form below.