Stellenbosch: Bookings Clerk posted by Merand Corbett & Associates

About the Role

The Bookings Clerk position at Merand Corbett & Associates is a critical role that requires excellent communication skills, customer service orientation, and problem-solving abilities. As a Bookings Clerk, you will be responsible for scheduling appointments, interacting with customers, and providing exceptional service to ensure high levels of customer satisfaction.

Key Responsibilities

• Booking Appointments: Schedule appointments for vehicle servicing, maintenance, repairs, and other related services requested by customers.
• Customer Interaction: Interact with customers via phone, email, or in-person to understand their service needs, address inquiries, and provide information regarding available appointment slots, service options, and pricing.
• Appointment Scheduling: Use dealership management software or scheduling systems to book appointments, ensuring efficient allocation of service bays and technicians’ time.
• Service Recommendations: Provide customers with recommendations for routine maintenance based on mileage, manufacturer guidelines, and vehicle inspection results.
• Confirmations and Reminders: Confirm scheduled appointments with customers via phone, email, or SMS and send appointment reminders to reduce no-shows and ensure timely arrivals.
• Documentation: Maintain accurate records of appointments, service requests, customer information, and service histories in the dealership’s database or CRM system.
• Coordination with Service Department: Liaise with the service department to ensure they are adequately staffed and prepared for scheduled appointments, including parts availability if needed.
• Upselling and Cross-selling: Identify opportunities to upsell additional services or products based on customers’ vehicle maintenance needs and dealership promotions.
• Customer Satisfaction: Ensure a high level of customer satisfaction by providing excellent service, addressing concerns or complaints promptly, and following up with customers post-service to ensure their expectations were met.
• Administrative Tasks: Assist with general administrative duties such as filing paperwork, processing payments, and maintaining a clean and organized workspace.
• Team Collaboration: Collaborate with other dealership staff, including service advisors, technicians, and parts department personnel, to ensure smooth operations and customer satisfaction.
• Compliance: Ensure compliance with dealership policies, procedures, and industry regulations related to customer service, vehicle servicing, data privacy, and consumer rights.
• Training and Development: Stay updated on dealership services, vehicle models, maintenance procedures, and industry trends through training sessions and self-study to enhance job performance and customer interactions.

Minimum Requirements

• Minimum Senior Certificate – Grade 12
• Fully Bilingual (English, Afrikaans) – a third SA language would be an advantage
• Motor dealership industry experience is essential
• Working Experience in the role of Bookings Clerk within a Dealership would be preferred
• Some mechanical knowledge would be a significant advantage

Essential Competencies/Skills/Knowledge

• Communication with Impact
• Customer & Service Orientation
• Problem Solving
• Motivation to Perform & Achieve Results
• Self-Management and Resilience