• Train, coach and mentor the Customer Services Advisors in all aspects of their work and ensuring they meet their targets and reach their optimum level • Conduct regular quality audits of Customer Services Advisor performance and feedback to individuals • Act as first point of escalation for complex customer enquiries, where customer enquiries cannot be resolved at the initial point of contact by Customer Services Advisors. • Support and assist the Customer Services Team Leader to ensure services are delivered in line with timescales, performance targets and Service Standards • Receive customer’s enquiries in person, by telephone, social media, or via electronic communication, with the aim of diagnosing and resolving all enquiries at the initial time of contact • Receive and process all requests from customers, including but not limited to diagnosing repairs, arranging appointments, processing rent payments. • Assist with the development, monitoring and maintenance of the Customer Service systems and procedures • Provide the customer with the appropriate advice and information and to instigate action on their behalf confirming the outcome meets the satisfaction of the customer • Always act in the best interests of the customer and to find the best solution to their enquiry • Assist in the processing and provision of clerical and administrative support to other Service areas across the Trust within established priorities, policies, procedures and service standards • Work closely with the repairing team to let them respect deadlines, qualities of work and procedures of the company

• Ensure systems and methods are in place in all administrative matters relating to service. • Ensure effective manufacturer contact to deal with administrative details. • Maintain clarity and precision in all transactions. • Ensure accurate records are kept and updated daily. • Ensure that on first contact with any customer, regular, new or potential, receives a pleasant and courteous welcome. • Ensure that customer needs are dealt with promptly. • Ensure all reporting is accurate & completed within pre-set time frame. • Ensure outgoing communications are dealt with promptly. • Ensure all telephone connections are made as quickly as possible. • Maximize service sales and profitability by using professional sales techniques. • Create customer confidence in the company by ensuring a professional performance. • Ensure vehicle details and service histories are recorded accurately and effectively. • Operate a customer follow-up system. • Operate effectively a service department loading system. • Ensure customers are greeted properly & promptly, to ensure offer of coffee/tea and direct to relevant department/personnel in a courteous and professional manner. • Maintain a high degree of confidentiality as some work will be of a sensitive nature.

• Communicate with Lead Technician, Parts Purchaser and Project Manager on all maintenance and parts requirements • Provide work order status updates to Lead Technician and Project Manager • Interact with customer on maintenance requirements • Provide status of ongoing work to customer • Promote and sell parts to NGO and private company like: UNOPS, MINUSTHA AVIS, GLOBAL, CONCEPT 2000 • Present a positive outlook to customer to instill confidence of the customer • Operate automated vehicle/equipment maintenance data base • Communicate effectively with customers (phone, email) • Develop and maintain vehicle records hard copy and electronically • Generate accurate invoices used to provide monthly invoice to customer • Reviews and submits staff proposals for modifications to vendor or manufacturer. • Procurement of equipment and materials, supplies, and parts required to maintain automotive equipment, garages, and storage facilities. • Coordinate automotive repair and maintenance services to obtain maximum utilization of automotive equipment and prevent operational delays in other departments. • Manage total of10 employees in the Automotive Department. - Carry out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

• Will interact with Service Advisor, Lead Technician and Project Manager to determine parts required for jobs • Determine in conjunction with Lead Technician and Project Manager parts required to be stocked to support project. • Work with group procurement, supporting the Project Manager • Provide status to customer for parts back-ordered for vehicles/equipment waiting parts for repairs • Work with local supplier and international supplier • Ensure that correct stock is on-hand for services and repairs • Manage stock levels and ensure rotation of stock (older stocked items used first) • Computer literate and able to operate an automated supply system (Kerridge) • Inventory control to prevent loss due to theft or damage • Travel in immediate area to local suppliers

• Receive the containers and make the report content and quantity • Inventory of the warehouse after each container’s report. • Check all exits and returns the stock and make a report (general inventory of the warehouse) on the 10th of each month. • Doing the payroll of workers every Friday for the temporary workers • Provide a monthly report of all cash outflows and stock

• Greet the Customer in the reception area and listen carefully to his complaints. • Track records of each file impeccably and while holding contact with the customer. (Fax, Email, Phone) • Ensuring a perfect delivery of the vehicle while informing the customer of any repairs that were made above. • Advise customers about the need for regular maintenance. • Listen to their complaints, concerns and requirements. • Prepare orders that describe the problem, the potential fixes needed, the time it takes to complete the repair and the estimated cost, broken down by labor and parts. • Supervise a mechanical team of 2 persons to ensure that their work is aligned to the requirements of the customers.