Planning Officer (Axess Limited)

The Planning Officer is responsible for the smooth and efficient operation of the workshop by managing customer appointments, coordinating with workshop staff, and maintaining accurate records

RESPONSIBILITIES AND DUTIES

• Answer and manage incoming telephone calls with professionalism and courtesy.
• Provide exceptional customer service by addressing customer inquiries, booking appointments, and offering necessary information regarding services and repairs.
• Schedule and confirm customer appointments for vehicle drop-offs for service or repairs, ensuring optimal workload distribution in the workshop.
• Ensure that all customer appointments are accurately logged and tracked in the scheduling system.
• Coordinate with the workshop manager and technicians to confirm job timings, availability, and required resources.
• Communicate any changes to schedules, delays, or updates to customers promptly, offering alternative solutions or times when necessary.
• Maintain a log of all incoming and outgoing calls, ensuring all interactions are accurately documented for future reference.
• Ensure that customer interactions, appointment details, and scheduling changes are logged properly in the system.
• Work closely with workshop staff, including mechanics, to ensure smooth coordination between customer bookings, work schedules, and workshop operations.
• Support the overall efficiency of workshop operations by assisting with scheduling adjustments, resource management, and operational planning.

SKILLS 

• Excellent verbal and written communication skills
• Strong organizational skills with the ability to manage multiple tasks effectively
• Proven customer service experience with a focus on professionalism and problem-solving
• Proficiency in using scheduling software and customer management systems
• Ability to work well under pressure and handle challenging situations with tact and diplomacy
• Basic understanding of the automobile industry and service/repair processes is a plus
• Detail-oriented with strong follow-through and documentation skills
• Ability to collaborate and work effectively in a team environment

QUALIFICATION & EXPERIENCE 

• At least HSC or equivalent
• At least 2 years of relevant work experience in a similar position
• Prior experience with the automotive industry would be an advantage