Simphiwe Mokoena
Automotive Service Advisor
Pretoria,GP
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the Automotive industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
5
5
Certifications
Work History
Service Advisor
Motus Group Ltd T/a Renault Centurion
04.2024 - Current
- Ensuring high-quality service delivery by closely monitoring work progress and promptly addressing any issues or concerns.
- Educating customers on proper vehicle maintenance, fostering long-term relationships built on trust and loyalty.
- Achieving high customer ratings by consistently exceeding expectations in all aspects of service advising.
- Maintaining high customer satisfaction standards to meet or exceed targets.
- Maintaining detailed records of services performed, ensuring accuracy in billing and warranty claims processing.
- Promoting additional services based on individual customer needs, increasing overall revenue without compromising integrity or trustworthiness.
- Providing exceptional customer service, resolving complaints diplomatically and efficiently.
Automotive Service Advisor
Motus Group Ltd T/a Menlyn Multifranchise
3 2019 - 04.2024
- Conducted regular follow-ups with satisfied customers to encourage loyalty, repeat business, and referral opportunities from their personal networks.
- Continuously updated personal knowledge of industry trends, new technologies, and best practices to provide the most accurate advice to customers.
- Offered friendly and efficient service to customers, handled challenging situations with ease.
- Facilitated communication between customers, technicians, and other dealership departments to ensure a seamless service experience for all parties involved.
- Increased sales of parts and accessories through thorough knowledge of available products and persuasive upselling techniques.
- Managed warranty claims paperwork accurately to secure timely reimbursement from manufacturers while adhering to strict deadlines imposed by vendors or suppliers.
- Exceeded monthly revenue targets by promoting additional services such as extended warranties or maintenance packages during consultations with clients.
- Resolved customer complaints with empathy and professionalism, ensuring repeat business and positive word-of-mouth referrals.
- Maintained high customer satisfaction standards to meet or exceed targets.
- Explained maintenance and repair needs to customers and offered advice on preventative maintenance.
Customer Relations Officer/Automotive Service Advisor
Toyota Secunda
03.2018 - 02.2019
- Participated in cross-functional teams tasked with improving organizational performance through better alignment between sales, marketing, operations, and customer service functions.
- Collaborated with team members to identify areas for improvement in customer service delivery, resulting in better overall performance.
- Maintained detailed records of customer interactions, tracking trends and identifying opportunities for process improvements.
- Managed customer relations on ongoing basis to maximize customer retention.
- Liaised between customers and organization with particular focus on working with sales department.
- Developed and implemented standards for staff to provide consistent service to customers.
- Developed personalized solutions for customers'' needs, fostering strong relationships and driving brand loyalty.
- Actively listened to customers'' feedback and communicated their needs to the management team, leading to targeted improvements.
- Managed a high volume of inbound calls, efficiently responding to customer inquiries and resolving issues.
- Delivered exceptional customer experiences by going above-and-beyond in addressing client needs, earning numerous commendations from satisfied customers.
Booking Clerk/Automotive Service Advisor
Barloworld Toyota Middelburg
03.2016 - 11.2017
- Ensured timely communication with clients, confirming reservation details and addressing any concerns or changes.
- Resolved customer complaints in professional and timely manner.
- Enhanced productivity by multitasking with phone calls, emails, and walk-in inquiries.
- Utilized specialized software for managing reservations, improving overall organization and efficiency.
- Increased customer satisfaction by efficiently handling reservations and bookings for various events.
- Supported colleagues during peak times by offering assistance where needed, fostering a positive work environment and ensuring efficient workflow.
- Maintained a clean, organized, and professional service department environment that reflected positively on the dealership''s image and reputation.
Education
Applied Digital Marketing Certificate - Digital Marketing
IMM Graduate School
Johannesburg, South Africa 05.2022 - 05.2023
Associate of Arts - Marketing
IIE Rosebank College
Sunnyside, South Africa 04.2013 - 05.2015
Associate of Arts - Interior Decorating
IIE The Design School Southern Africa
Menlyn, South Africa 04.2001 -
Skills
Customer service and interpersonal
Creativity and strategic
Social media business page setup
Google analytics & Gsuite
Survey monkey & Hootsuite101
Mailchimp
Customer Service
Service Estimates & Data entry
Computer Skills
Technical Support
Excellent Communication & Listening Skills
Documentation And Reporting
Handling Customer Complaints
Multitasking and Organization
Certification
Certificate in Customer Complaints
Leadership Experience
As Master Service Advisor, I have been expected to lead by example in the Automotive Aftersales space. This has been demonstrated through my Customer Service Index results on a monthly basis. Within my personal life, I have assumed a role of a mother to my nephew whose mother has passed.
Skillsportfolio
https://drive.google.com/drive/u/1/folders/1b-5EYU5oDmoaW7QBRYhQOGgur6XLIW7
References
- Mr Jacques Riekert, Menlyn Multifranchise Service Manager, 084 528 2868, jacquesr@multifranchise.co.za
- Mr Cyril Brown, Toyota Secunda Service Manager, +255745328439
Timeline
Service Advisor
Motus Group Ltd T/a Renault Centurion
04.2024 - Current
Applied Digital Marketing Certificate - Digital Marketing
IMM Graduate School
05.2022 - 05.2023
Customer Relations Officer/Automotive Service Advisor
Toyota Secunda
03.2018 - 02.2019
Booking Clerk/Automotive Service Advisor
Barloworld Toyota Middelburg
03.2016 - 11.2017
Associate of Arts - Marketing
IIE Rosebank College
04.2013 - 05.2015
Associate of Arts - Interior Decorating
IIE The Design School Southern Africa
04.2001 -
Automotive Service Advisor
Motus Group Ltd T/a Menlyn Multifranchise
3 2019 - 04.2024
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