CALL AGENTS / DATA CAPTURER

The primary responsibility is to ensure the workshop is booked to full capacity according to available hours and service mix targets. Key duties include:

Customer and Booking Management
Bookings and Scheduling: Meticulously book vehicle services and repairs on the BSI system, ensuring full capacity is loaded for the next day before offering later dates.
Professional Communication: Communicate with customers in a friendly, courteous, and professional manner, answering calls within three rings and following the prescribed booking script (e.g., using the customer's name).
Information Gathering: Obtain and verify all necessary vehicle and customer data (VIN, year model, contact details, etc.) through the BSI and manufacturer systems at the time of booking, capturing detailed repair information (the 'where, when, what, who, and how').
Recall Campaigns and Updates: Check for outstanding recall campaigns on all vehicles via manufacturer systems during the booking process and ensure all related documentation is uploaded to the job card.
Customer Follow-up: Send calendar invitations for bookings, advise customers on diagnostic fees (for out-of-warranty repairs) and expected arrival times, and handle web booking confirmations.