Repair Support Consultant >
| Job Title | Repair Support Consultant |
| Company | Telesure |
| Reporting To | Team Manager |
| Job Type Classification | Fixed Term Contract |
| Location – Town / City | Fourways |
| Location – Province | Gauteng |
| Salary (Cost To Company) | Market Related |
| Overview | The Repairs Management Consultant contributes to organisational goals by ensuring that the customer repair process is managed in such a way that the customer’s expectation is achieved on a consistent basis by keeping the customer informed and ensuring that the service level agreements with the repairers are adhered to. |
| Duties & Responsibilities | •To manage the customer’s expectations by ensuring the customer understands the entire repair process and is provided with accurate and timeous feedback when required by the customer in the preferred correspondence method. •To manage, monitor and ensure that all business partners adhere to the standard operating procedure(s) and ensure that there are no delays in the process from any stakeholders. •To take responsibility for arranging and managing car hire and proactively ensure that customer is always kept informed regarding the car hire and understanding and applying the set business rules regarding car hire and make the appropriate decision taking the customers situation and circumstances in consideration during the repair process. •To co-ordinate/arrange decision making by negotiating, managing and ensuring that the customer’s expectation is exceeded by working with various departments within the organisation during the entire repair process and liaising with the the relevant service providers on behalf of the customer. •Attend to and resolve customer complaints to the customer and company’s satisfaction. •Proactively prevent service failures and if there are service failure manage it according to required service expectation. •Build and maintain relationships with critical partners both internal and external – panel beaters, suppliers and intradepartmental (RMD, Claims and Assessing). |
| Minimum Job Requirements | Level of Education: Essential: •Standard 10/ Grade 12/ University entrance Desirable: •A relevant 3 year Business related degree or diploma •Management Diploma Experience: Essential: •At least 1-3 years in a customer services environment at a administrative Level Desirable: •Management experience in supply management /call centre env. Knowledge of: •Investigative skill |
