This position is a training role that leads to the position of Retail Customer Service Executive within AutoXpress Tanzania. The primary responsibility is to welcome retail customers both in person and by telephone to the branch, respond to their inquiries, introduce them to the company’s products, and provide necessary information to support their purchasing decisions. The role is critical in ensuring exceptional customer service while maximizing the company’s profitability.
AutoXpress Limited is a major importer, distributor, and retailer of tyres, auto parts, and accessories across Africa, operating over 80 outlets across Kenya, Tanzania, Rwanda, Uganda, and Zambia, with 7 retail outlets across Tanzania (Dar es Salaam, Arusha, and Mwanza).
Principal Accountabilities
- Familiarize yourself with the company profile.
- Learn the technical details and features of the products and services offered by the company.
- Welcome customers to the branch (in person or over the phone).
- Enquire about and understand the customer’s needs and requirements.
- Recommend and select the appropriate products to suit the customer’s requirements.
- Explain the products’ technical features and benefits, including demonstrating their use and operation when necessary.
- Cross-sell other products by highlighting their benefits in relation to the products being purchased.
- Offer correct value propositions to help customers make informed purchasing decisions.
- Liaise with the Stores and Workshop departments to ensure efficient and timely provision of correct goods and services.
- Ensure accurate documentation is completed and payment is collected upon transaction completion.
- Develop rapport with customers to encourage future business.
- Thank customers for their patronage and provide them with contact details.
- Follow up with customers after an appropriate period to check satisfaction with products and services. Communicate feedback to the Branch Manager and resolve any complaints.
- Communicate introductions of new products, services, or special offers to customers.
- Inform management of customer requirements that are not currently available (e.g., taking pictures of the vehicle and required part).
- Maintain the confidentiality of customer information at all times.
- Perform any other required duties.
- Ensure all vehicles entering the workshop have an inspection checklist completed before invoicing.
- Review the inspection checklist with customers to ensure they understand the contents.