Background

Toyota Kenya Limited is the authorized distributor and service provider of Toyota, Yamaha, HINO and Suzuki brands in Kenya. Toyota Kenya Ltd was incorporated in 1997 as a subsidiary by Toyota Tsusho Corporation (TTC) the trading arm of Toyota Motor Corporation

Job Purpose

The Service Advisor is directly responsible for:

The provision of excellent customer service through effective identification of customer needs, communication of the needs to the workshop team, and for regular updates to the customer on work in progress

Main Responsibilities of the Job

Operational Responsibilities

• Prepare accurate and timely job cards for customer vehicles to be used by technicians as job instructions.
• Receive and inspect customer vehicles in the company of the customer, to confirm the general condition of the vehicles.
• Prepare clear cost estimates to customers to ensure customers are accurately informed of the cost of service/repair in a timely manner, and to upsell as many quotations as is possible.
• Open system job card orders and monitor the closing to ensure time recorded is accurate for job costing purposes.
• Prepare invoices with detailed explanation of the work done in order to facilitate payment of services provided.
• Properly explain invoices, job cards, defect reports and quotations to customers to allow customers make informed decisions on the service/repair to be performed on their vehicles.
• Resolve customer complaints in a timely manner to ensure high customer satisfaction as well as high customer retention rates.
• Follow up on work in progress to ensure customers are regularly updated on work in progress, and to ensure delivery within the timelines promised to customers, and for minimal customer complaints in case of delays.
• Appraise warranty claims raised by clients in order to advise customers as appropriate, and to facilitate the implementation of the warranty process in a timely manner.
• Prepare cash sale and work in progress reports on a weekly basis in line with company requirements.

Knowledge, Skills & Experience

Minimum level of academic and professional qualification required to perform effectively in the role

• Bachelors/Diploma in Mechanical, Automotive Engineering or Business Administration
• Certificate in Customer service or management will be an added advantage
• 5 years of relevant experience out of which at least three years must be in Customer Service/relations management.
• Product and technical knowledge
• Customer Oriented

• Prepare accurate and timely job cards for customer vehicles to be used by technicians as job instructions.
• Receive and inspect customer vehicles in the company of the customer, to confirm the general condition of the vehicles.
• Prepare clear cost estimates to customers to ensure customers are accurately informed of the cost of service/repair in a timely manner, and to upsell as many quotations as is possible.
• Open system job card orders and monitor the closing to ensure time recorded is accurate for job costing purposes.
• Prepare invoices with detailed explanation of the work done in order to facilitate payment of services provided.
• Properly explain invoices, job cards, defect reports and quotations to customers to allow customers make informed decisions on the service/repair to be performed on their vehicles.
• Resolve customer complaints in a timely manner to ensure high customer satisfaction as well as high customer retention rates.
• Follow up on work in progress to ensure customers are regularly updated on work in progress, and to ensure delivery within the timelines promised to customers, and for minimal customer complaints in case of delays.
• Appraise warranty claims raised by clients in order to advise customers as appropriate, and to facilitate the implementation of the warranty process in a timely manner.
• Prepare cash sale and work in progress reports on a weekly basis in line with company requirements.

• Product and technical knowledge
• Customer Oriented

• Bachelors/Diploma in Mechanical, Automotive Engineering or Business Administration
• Certificate in Customer service or management will be an added advantage