After Sales Representative

The role of a Libyan Automotive After Sales Representative 

The primary goal is to provide exceptional customer service, accurately translate customer concerns into repair orders, and sell necessary maintenance and repairs.

Key Responsibilities

1. Customer Interaction & Service Intake

Greeting and Listening: Promptly and professionally greet customers bringing their vehicles in for service. Listen actively to their description of the problems, symptoms, or requested maintenance.

Vehicle Assessment: Conduct a quick visual check and, sometimes, a brief road test or consultation with a technician to confirm the reported issues and recommend additional necessary service based on the vehicle's history or manufacturer's maintenance schedule.

Work Order Creation: Accurately document all customer concerns and recommended services onto a Repair Order (RO), clearly describing the issue for the service technician.

Explanation and Authorization: Explain the required services, estimated costs (for parts and labor), and the expected time for completion to the customer. Obtain the customer's signature for authorization before any work begins.

2. Service Management & Communication

Coordination: Act as the primary communicator between the customer and the Service Manager/Technicians, ensuring the technical team clearly understands the customer's issues and priorities.

Progress Updates: Check on the progress of repairs throughout the day. Contact the customer immediately with clear explanations and cost/time updates if additional, unauthorized repairs are needed, securing new authorization.

Quality Control: Review the completed Repair Order to ensure all requested work and any authorized additional work has been performed.

Vehicle Delivery: Explain the work performed and the final charges on the invoice when the customer picks up the vehicle, ensuring full satisfaction before closing the transaction and processing payment.

3. Aftersales Revenue & Administration

Up-selling/Consultation: Actively recommend and sell essential services, parts, and preventative maintenance packages to customers, such as fluid flushes, tire rotations, or seasonal checks, in accordance with the manufacturer's standards (e.g., Toyota, VW).

Warranty Management: Handle and administer new and used vehicle warranty repairs according to the manufacturer's guidelines and procedures.

Appointment Scheduling: Manage the service appointment calendar and service bay flow to ensure efficient workflow and minimal customer waiting times.

Record Keeping: Maintain accurate, detailed records of customer interactions, service histories, and repair orders using the dealership management system (DMS) or other software.

Required Skills and Qualifications

A successful After Sales Representative in the Libyan market must blend strong interpersonal skills with technical and administrative competency.

Essential Skills

Excellent Communication & Interpersonal Skills: The ability to communicate effectively in Arabic (native) and often English (proficiently) is crucial for dealing with customers and international automotive brand procedures.

Customer Service Orientation: A focus on achieving high customer satisfaction (CSI scores) and the ability to professionally handle customer complaints and difficult situations.

Automotive Knowledge: A strong foundational understanding of vehicle mechanical systems and maintenance requirements is highly advantageous to effectively diagnose issues and recommend services.

Sales and Negotiation: The ability to persuasively recommend and sell parts, service packages, and maintenance work to drive aftersales revenue.