About this role
Job title: Service Administrator
About the Role Join our CFAO MOBILITY Division as a Service Administrator in Zambia. The role supports efficient service operations within the branch by coordinating daily service activities, preparing operational reports, managing Work in Progress (WIP), handling first-line customer complaints, and ensuring accurate DBM order opening and costing.
What You'll Do
- Coordinate daily service activities and maintain service documentation.
- Prepare and review operational reports, monitor WIP, warranty processes, and Vehicle in Yard (VIY) statuses.
- Handle first-line customer complaints with professional service and communicate job progress, costs, and delivery times.
- Ensure accurate DBM order opening and billing; contribute to debt reduction through customer engagement.
- Support workshop efficiency through appointment scheduling, upselling opportunities, and adherence to Toyota's 7-Step Service Procedure and TSM standards.
- Conduct weekly tool checks, manage missing tool reports, and ensure accurate reporting.
- Vet warranty claims and prepare service reports.
- Provide excellent customer service and maintain ongoing communication with customers and colleagues.
- Perform additional duties as assigned by management.
What We're Looking For
- Highly organized and customer-focused professional with strong service administration experience.
- Experience in monitoring service turnover, gross profit, and departmental performance against targets.
- Knowledge of WIP management, warranty processes, Vehicle in Yard (VIY), and accurate service documentation.
- Strong communication skills; able to handle first-line complaints and provide clear updates on progress, costs, and delivery times.
- Familiarity with workshop efficiency practices, appointment scheduling, upselling, and adherence to Toyota's 7-Step Service Procedure and TSM standards.
- Ability to conduct tool checks, manage missing tool reports, and ensure accurate Dealer Business Management order opening and billing.
- Experience with vetting warranty claims, preparing service reports, and contributing to debt reduction through customer engagement.
- Proactive and capable of performing additional duties as needed.