• Greet customers and provide a warm, welcoming environment.
• Listen to customer concerns and accurately document vehicle issues and service requests.
• Schedule and manage service appointments to optimize workshop efficiency.
• Coordinate with technicians to ensure timely and accurate completion of services.
• Monitor the progress of vehicle repairs and keep customers informed of any changes or delays.
• Identify opportunities to upsell additional services and products that benefit the customer.
• Provide cost estimates and explain the benefits of recommended services.
• Conduct follow-up calls to ensure customer satisfaction and address any post-service concerns.
• Handle customer complaints and resolve issues promptly to maintain high levels of customer
satisfaction.
• Maintain accurate records of services performed and parts used.
• Process payments and handle billing inquiries.
• Ensure compliance with company policies and procedures.
• Stay updated on the latest automotive technologies and service techniques.

• Coordinate and record customer appointment bookings and plot capacity planning to ensure a
smooth flow of operations in the dealership.
• Handle customers’ concerns, analyze root causes, and take improvement actions.
• Ensure customer database is updated timely and protected through constant monitoring.
• Handle the Customer Experience Management (CEM) and Volkswagen Cares App for customer
appointments.
• Prepare daily appointments and reports.
• Attend WhatsApp and incoming calls for appointments and complaints.

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