Delivery Advisor- aftersales

Role Overview

Delivery Advisor, After-sales at Alghanim Industries. This is a customer-facing role providing vehicle delivery services and ensuring post-delivery satisfaction.

Role Purpose

To deliver an outstanding customer experience at the point of vehicle handover, ensuring every customer is satisfied with the service received and collecting prescribed feedback for continuous improvement of satisfaction levels.

Key Responsibilities

Customer Communication & Notification

• Inform the customer immediately upon receipt of information that the vehicle is ready for collection.
• Communicate job details and costs to the customer by phone wherever possible.
• Confirm the delivery date and time, and explain the advantages of arriving on time.
• Log all customer calls in the Kerridge CRM module.

Delivery & Service Explanation

• Greet customers upon arrival and explain all work completed on their vehicle.
• Provide a breakdown of charges for each job performed.
• Inform customers which complaints were not addressed during this visit and provide reasons.
• Explain findings, characteristics and any reports using the job card available prior to customer arrival.

Customer Education & Relationship Building

• Advise customers about their next scheduled service.
• Educate customers about the benefits of booking their next appointment in advance.
• Thank customers for their business and assure them of the company's best attention at all times.
• Establish and maintain healthy and profitable customer relationships.
• Listen actively to customer feedback at every interaction.

Satisfaction Measurement & Follow-up

• Actively ask customers whether they are satisfied with the service received during their visit.
• Use the prescribed format to evaluate and record the customer's satisfaction level.
• Contact every customer who took delivery within 48 hours to ensure satisfaction.
• Log all follow-up calls in the Kerridge CRM module.
• Log unresolved customer cases and forward to the Manager for resolution.

Qualifications & Experience

• 5 years of experience in Customer Service.
• Graduate degree in any discipline, preferably from the hospitality industry.

Skills & Competencies

• Good interpersonal and communication skills in English.
• Arabic language skills are an advantage.
• Knowledge of Microsoft Office applications.