Overall Service process:
- Ensures continuous revision for main service centers (SC) quality and standardized operation
- Develops a complete process flow for customer experience "7-steps service procedures" and train the CRM and service staff for implementation
Reception:
- Revises and amends repair agreement structure
- Develops a daily checklist for service advisors and CRM staff
Workshop Loading:
- Develops effective appointment module by booking service advisor, bay, technician, and spare parts (SP), to be implemented thru call center
- Standardizes periodic maintenance and general job actual time for accurate appointment system & customer promise time
- Sets a periodic maintenance schedule with cost and fixed promise time for all lineup
Improve Gross Profit:
- Develops service reminder system to ensure achieving target market share
Quality Control:
- Standardizes and promotes "Peugeot Assistance" service
- Develops a system for unifying vehicle data on system from supply chain to end-user for complete vehicle tracking
Spare Parts:
- Educates customers for genuine versus non-genuine SP
- Implements a system for CRM proper feedback of spare parts lost sales & back order requests
Complaint Handling and Customer Satisfaction Index (CSI) Improvement:
- Handles all company complaints (3rd line resolution)
- Sets a process flow for complaint handling process
- Revises current CSI and update upon new set standard operating procedures for service, SP and sales operations, link with incentive to ensure standardization
- Follows up on CSI reports feedback and set countermeasures for findings
Job Details
| Date Posted: | 2015-06-02 |
| Job Location: | Cairo, Egypt |
| Job Role: | Customer Service |
| Company Industry: | Automotive |
Preferred Candidate
| Career Level: | Management |
| Nationality: | Egypt |
| Degree: | Baccalauréat |
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