Job Description

Job Profile- Toyota Car Sales Consultant Driving his Business Numbers Profitability 100% Compliance to SOP Enquiry generation Order Generation Ensuring Customer delight and Zero VOC Customer Life cycle management Completion of Diksha module in Lakshya- TKM Learning portal Internal training and test with min passing scores Ensure target achievements of VAS Business Ensure the Green Signal and SCUBE scores Service Advisor-Department Technician Job Profile 1. Ensure all required customer details are recorded in the existing customer database 2. Introduce self and the dealership organization to the customer and share greetings with the customer 3. Clearly define the customer concerns and identify the jobs required for repair of the vehicle 4. Intimate the insurance claim at related insurance office & complete all the documentation for same. 5. Submit all necessary documents to surveyor & kept all document update by filling. 6. In case of appointment, ensure availability of the assigned bay based on the day of appointment. 7. In case of walk- in customer, allocate bay basis availability and confirm based on the job. 8. Prioritize job schedule basis Toyota guidelines such as for Bespoke vehicles and repair 9. Look up customer history for jobs done last time and jobs identified but not done 10. Ensure availability of relevant technicians, tools, and parts required for the completion of the job 11. Create order in the CTDMS /Manually 12. On the day of service appointment, retrieve customer order and complete customer details 13. Listen to customer concerns and align the identified job in the order appropriately 14. Identify all additional jobs required, based on a thorough diagnosis of the vehicle 15. Advise the customer on the scope of job, time and estimated cost of repair 16. Pitch additional products such as accessories and other VAS and offers to the customers 17. Understand and agree with the customer on the method of payment and any cost limit in event of additional work needed. 18. Obtain confirmation of the job order by the customer\'s signature on the order. Provide copy of Job order to the customer. 19. Make available the courtesy vehicle, or organize other means to address the customer\'s mobility requirements. 20. In case of on-road breakdowns, ensure availability of the emergency vehicle for inspecting the vehicle on site and brining the vehicle to the service center. 21. Insurance claim form fill-up and registration with the insurance company through a toll-free number 22. Ensure proper correspondence and co-ordination with the insurance / leasing firm in case of repairs on accident / leased vehicles. 23. Clearly explain and hand over the repair order to the responsible persons in the workshop. 24. Keep track of the repair progress to ensure adherence to the promised delivery timelines. 25. Obtain authority for additional work from the customer and document additional estimates as and when required 26. While obtaining authority make note of date, time, and person\'s name on the job card.(With who/when/what) 27. Ensure the work requested is completed by the body shop, final test drive and quality checks are carried out and any problems fully recorded. 28. Carry out final check using the lifting platform and check if the job order has been completed in full. Verify all entries in the job card (workshop copy) 29. Coordinate with the Customer Care team to notify the customer in case of any unexpected delays in repair and vehicle delivery 30. Verify the customer\'s identity and entitlement to collect the vehicle based on the duplicate copy of the order. 31. Explain the work done to the customer, invoice charges including warranty repairs, and any other repair work carried on the vehicle. 32. Clearly explain all elements and hand out the invoice (created on CTDMS) to the customer. 33. Ensure customer vehicle is ready at the reception area cleaned (well valeted) and with all the protective seat covers and mats removed. 34. After payment of the invoice, personally handover the vehicle to the customer. 35. Advise the customer about any immediate campaigns or self-service checks being organized in the near future 36. Ensure a best in class customer experience based on the body shop service experience of the customer 37. Build relationship with key vendors and local players 38. Ensure Exchanging of Business card with the entire customer

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