Customer Care / Marketing Officer – Garage Reception

Company: St George’s Auto Fit Ltd

Location: Reception / Front Office

Reports To: Garage Manager / Director

Key Duties and Responsibilities

Customer Care Responsibilities

• Welcome and attend to customers professionally at the reception.
• Receive customer vehicle concerns and record service requests accurately.

• Open job cards and coordinate with technicians/service advisors.
• Answer phone calls, emails, WhatsApp, and social media inquiries promptly.

• Provide customers with updates on vehicle repair progress.
• Handle customer complaints professionally and escalate where necessary.

• Maintain proper customer records and filing systems.
• Ensure the reception area is clean, organized, and customer-friendly.

• Follow up with customers after service to ensure satisfaction.
• Schedule vehicle service appointments and reminders.

Marketing Responsibilities

• Promote garage services including repairs, diagnostics, towing, sound systems, accessories, and Mercedes service center services.
• Identify and attract new clients, corporate accounts, and fleet customers.

• Manage social media pages and post marketing content regularly.
• Assist in creating promotional offers and customer loyalty programs.

• Distribute marketing materials and make follow-up calls to potential clients.
• Build and maintain good customer relationships to encourage repeat business.

• Support business development activities and partnerships.
• Collect customer feedback and market information to improve services.

Administrative Responsibilities

• Prepare quotations and invoices where required.
• Maintain daily reception and customer service reports.

• Coordinate customer payments with the accounts department.
• Ensure confidentiality of customer and company information.

• Assist management with other office and operational duties when required.

Qualifications and Requirements

• Diploma or Certificate in Customer Service, Marketing, Business Administration, or related field.
• Experience in customer care, sales, or marketing is an added advantage.

• Good communication and interpersonal skills.
• Basic computer knowledge including Microsoft Office and email communication.

• Ability to work under pressure and handle multiple customers.
• Strong organizational and problem-solving skills.

• Knowledge of automotive services is an added advantage.
• Professional appearance and positive attitude.

Key Skills

• Customer relationship management
• Communication and negotiation skills

• Sales and marketing skills
• Telephone etiquette

• Time management
• Teamwork

• Record keeping
• Social media marketing

Performance Expectations

• Excellent customer satisfaction levels
• Increased customer retention and referrals

• Growth in walk-in and corporate clients
• Timely response to customer inquiries

• Professional handling of reception operations