Administrator

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