JOB OBJECTIVE
The Planning Officer will be responsible to manage customer appointments, coordinating with workshop staff, and maintaining accurate records.
RESPONSIBILITIES AND DUTIES
- Answer and manage incoming telephone calls with professionalism and courtesy.
- Provide exceptional customer service by addressing customer inquiries, booking appointments, and offering necessary information regarding services and repairs.
- Schedule and confirm customer appointments for vehicle drop-offs for service or repairs, ensuring optimal workload distribution in the workshop.
- Ensure that all customer appointments are accurately logged and tracked in the scheduling system.
- Coordinate with the workshop manager and technicians to confirm job timings, availability, and required resources.
- Communicate any changes to schedules, delays, or updates to customers promptly, offering alternative solutions or times when necessary.
- Ensure that customers are informed and updated regularly, maintaining high levels of customer satisfaction
- Maintain a log of all incoming and outgoing calls, ensuring all interactions are accurately documented for future reference.
- Ensure that customer interactions, appointment details, and scheduling changes are logged properly in the system
- Address customer concerns or complaints in a professional and empathetic manner.
- Work closely with workshop staff, including mechanics, to ensure smooth coordination between customer bookings, work schedules, and workshop operations.
- Assist with scheduling adjustments and resource management to maintain an efficient and balanced workshop workflow.
- Support the overall efficiency of workshop operations by assisting with scheduling adjustments, resource management, and operational planning.
QUALIFICATIONS & EXPERIENCE
- Min HSC
- Min 2 years of work experience in a similar position.
- Prior experience with the automotive industry would be an advantage.
- Excellent verbal and written communication skills.
- Strong organizational skills with the ability to manage multiple tasks effectively.
- Proven customer service experience with a focus on professionalism and problem-solving.
- Proficiency in using scheduling software and customer management systems.
- Ability to work well under pressure and handle challenging situations with tact and diplomacy.
- Basic understanding of the automobile industry and service/repair processes is a plus.
- Detail-oriented with strong follow-through and documentation skills.
- Ability to collaborate and work effectively in a team environment
