Bookings Clerk | Service Department

ABOUT THE ROLE

Our client, a well-established multi-franchise motor dealership in Witbank, is looking for a friendly, well-organised Bookings Clerk to join its service department. The successful candidate will be the first point of contact for customers booking vehicles in for services and repairs. They will manage the workshop booking diary across several vehicle brands and make sure workshop capacity is used efficiently.

The role is key to giving customers a smooth, professional experience from the first call to vehicle collection.

KEY RESPONSIBILITIES INCLUDE

• Answer incoming calls, emails and online enquiries and book vehicles in for services, repairs and inspections.
• Manage the workshop booking diary on the dealer management system and plan bookings around available technician time and workshop capacity.
• Capture accurate customer, vehicle and service-plan or warranty information when making bookings.
• Confirm bookings with customers and send reminders the day before the appointment.
• Contact customers whose vehicles are due for a service, and follow up on missed or cancelled appointments.
• Work with service advisors, the workshop foreman and the parts department so that parts and technicians are ready for booked work.
• Arrange courtesy vehicles, shuttle services or collection and delivery where offered.
• Update customers on booking changes and delays, and pass queries on to the correct service advisor.
• Keep customer records up to date and handle personal information in line with POPIA.
• Prepare daily and weekly booking reports, such as workshop loading and missed appointments, for the Service Manager.
• Perform general service department administration as required.

Requirements

MINIMUM REQUIREMENTS

• Matric (Grade 12).
• At least 1–2 years' experience as a Bookings Clerk, Service Receptionist or in a similar customer-facing role, preferably in a motor dealership.
• Experience with a dealer management system (e.g. Autoline, Kerridge, Evolve or similar) or an online booking system.
• Proficiency in Microsoft Office, especially Outlook and Excel.
• Excellent telephone manner and spoken and written English.
• Valid Code B driver's licence. ADVANTAGEOUS
• Experience in a franchised dealership service department.
• Basic knowledge of vehicle service intervals, service plans and warranty bookings.
• Ability to speak an additional local language. SKILLS AND COMPETENCIES
• Strong customer service and communication skills.
• Excellent organisational and time-management skills.
• Ability to handle a high volume of calls and bookings under pressure.
• Attention to detail and accurate data capturing.
• Friendly, patient and professional with customers.
• Team player who works well with service advisors and the workshop.