Administrator

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CUSTOMER SERVICE COORDINATOR

Position Summary

The CUSTOMER SERVICE COORDINATOR is responsible for providing administrative and operational support to ensure the smooth day-to-day running of the workshop. The role involves handling customer service, coordinating repairs, managing documentation, preparing invoices, and supporting technicians and management.

Key Responsibilities

1. Customer Service

Welcome customers and attend to enquiries via phone, email, and walk-ins.
Schedule vehicle service and repair appointments.
Explain service procedures and estimated completion times.
Provide updates to customers on repair progress.

2. Administrative Duties

Prepare job cards and maintain accurate service records.
Perform data entry and update customer and vehicle information.
Organize and maintain workshop filing systems.
Handle incoming and outgoing correspondence.

3. Quotation and Invoicing

Prepare repair quotations and estimates.
Generate invoices, receipts, and payment records.
Process customer payments and maintain cash or payment records.
Follow up on outstanding invoices and customer payments.

4. Claims Administration

Prepare and submit insurance and windscreen repair claims.
Liaise with insurance companies, surveyors, and assessors.
Monitor claim progress until approval and settlement.
Ensure all claim documents are complete and properly filed.

5. Workshop Coordination

Coordinate repair schedules with workshop technicians.
Monitor vehicle repair status and delivery schedules.
Arrange appointments for inspections and vehicle collection.
Ensure repair jobs are completed within the scheduled timeframe.

6. Inventory and Purchasing Support

Monitor office and workshop consumable supplies.
Assist in ordering spare parts and workshop materials.
Record incoming and outgoing parts where required.
Coordinate with suppliers regarding deliveries and invoices.

7. Documentation and Compliance

Maintain accurate customer, vehicle, and repair records.
Ensure all documentation complies with company procedures.
Support internal audits and record-keeping requirements.
Protect the confidentiality of customer and company information.

8. Reporting

Prepare daily, weekly, and monthly workshop reports.
Track vehicle repair progress and outstanding jobs.
Maintain service history and customer databases.
Assist management with operational reports and administrative tasks.

9. General Administrative Support

Answer telephone calls and respond to emails.
Maintain office cleanliness and organization.
Support management with administrative projects and ad hoc duties.
Perform other duties assigned by the Workshop Manager or Management.

Skills and Qualifications

Experience in an automotive workshop, service centre, or accident claims environment is an advantage.
Proficient in Microsoft Office (Word, Excel, Outlook) Good with computers
Good communication and customer service skills.
Strong organizational and multitasking abilities.
Attention to detail and accuracy in documentation.
Ability to work under pressure and meet deadlines.
Familiarity with workshop management or accounting software is an added advantage.
Entry Level & willing to learn

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