Customer Service Clerk
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New
Job summary
The Customer Service Clerk is the primary point of contact between the workshop and its clients. This role is responsible for professionally receiving customers, registering vehicles for service or repair, coordinating spare parts and tyre inquiries, managing workshop appointments, and ensuring every customer experiences a smooth, transparent, and satisfactory journey from the moment they arrive to when they collect their vehicle. The clerk facilitates communication between customers and the technical team without involvement in financial transactions or stock management activities.
Language Requirement:
English
Working Hours:
Full Time - 8 to 5
Applicant Location:
Uganda
Job descriptions & requirements
Customer Service Clerk
Department: Customer Relations / Front Desk
Reports To: Workshop Manager / Service Supervisor
Employment Type: Full-Time
Work Location: Workshop Premises (On-Site)
Industry: Motor Vehicle Repair, Servicing, Spare Parts & Tyre Supply
1. JOB PURPOSE / POSITION SUMMARY
The Customer Service Clerk is the primary point of contact between the workshop and its clients. This role is responsible for professionally receiving customers, registering vehicles for service or repair, coordinating spare parts and tyre inquiries, managing workshop appointments, and ensuring every customer experiences a smooth, transparent, and satisfactory journey from the moment they arrive to when they collect their vehicle. The clerk facilitates communication between customers and the technical team without involvement in financial transactions or stock management activities.
2. KEY ROLES AND DUTIES
2.1 Customer Reception & Relationship Management
● Welcome all walk-in, telephone, and online customers in a courteous and professional manner.
● Listen carefully to customer service requests, complaints, and vehicle concerns, recording all details accurately.
● Provide clear and honest information about available services, estimated timelines, and general workshop processes.
● Keep customers regularly updated on the progress of their vehicle repair or service throughout the day.
● Handle customer queries and complaints promptly; escalate unresolved issues to the Workshop Manager.
● Conduct follow-up calls or messages after vehicle delivery to confirm customer satisfaction.
● Maintain a positive, professional relationship with all clients to promote loyalty and repeat business.
2.2 Vehicle Check-In & Job Card Management
● Receive vehicles from customers and carry out a preliminary visual inspection, documenting any pre-existing damages before work begins.
● Open job cards / work orders for every vehicle entering the workshop, accurately capturing:
- Customer name, contact details, and vehicle information (make, model, year, registration plate, and mileage).
- Specific customer complaints, requested services, and any special instructions.
- Estimated time of completion communicated by the Workshop Manager or Lead Technician.
● Assign job cards to the appropriate technician or service bay as directed by the Workshop Supervisor.
● Track and follow up on job progress to ensure work is completed within the agreed timeframe.
● Ensure all job cards are properly completed, reviewed, signed off, and filed upon vehicle delivery.
● Ensure no vehicle is released without written customer acknowledgment and clearance from the Workshop Manager.
2.3 Spare Parts Inquiry & Coordination
● Receive and document customer requests for spare parts and vehicle accessories.
● Liaise with the Parts Store Keeper to confirm the availability of requested parts for specific vehicle makes and models.
● Communicate accurate parts availability and estimated lead times to customers clearly and promptly.
● Raise and submit parts requisition requests to the relevant department as directed, without involvement in purchasing or payment processing.
● Ensure the correct parts are allocated and matched to the right job cards before being forwarded to the technical team.
● Follow up on the status of ordered parts and keep customers informed throughout the process.
2.4 Tyre Sales Inquiry & Service Coordination
● Assist customers in identifying the correct tyre brand, size, and specification suitable for their vehicle.
● Provide accurate and up-to-date information on tyre pricing, brands in stock, and expected delivery timelines for orders.
● Coordinate tyre fitting, balancing, and wheel alignment appointments between customers and the tyre team.
● Maintain and refer to an updated tyre availability and pricing reference list when attending to customers.
● Process tyre supply orders on behalf of customers by submitting requests to the appropriate department.
● Notify customers promptly when ordered tyres arrive and schedule fitting appointments accordingly.
2.5 Scheduling & Workshop Coordination
● Manage and maintain a daily vehicle service appointment schedule to ensure efficient workflow in the workshop.
● Coordinate the orderly movement of vehicles from reception through service bays to final delivery.
● Communicate job priorities, urgent repairs, and deadlines between customers and the technical workshop team.
● Inform customers promptly of any changes to service timelines, additional work identified, or delays encountered.
● Work closely with the Workshop Supervisor to manage daily job allocation and workload distribution.
● Ensure the workshop front reception area and customer waiting area are tidy, orderly, and welcoming at all times.
2.6 Documentation & Record Keeping
● Maintain an up-to-date and well-organised customer database with accurate vehicle service histories.
● File all job cards, service reports, parts requisitions, and correspondence in both physical and digital formats.
● Prepare and submit accurate daily and weekly workshop activity reports to management as required.
● Record all customer complaints, feedback, and resolutions for continuous service improvement purposes.
● Safeguard all customer information and internal workshop records with strict confidentiality at all times.
● Assist in retrieving historical service records when required by management, technicians, or customers.
2.7 Communication & Front Office Administration
● Manage all incoming calls, emails, and social media inquiries professionally and direct them to the appropriate person.
● Draft and send service notifications, appointment reminders, and follow-up messages to customers.
● Coordinate communication between the workshop floor, management, and customers to ensure smooth operations.
● Receive and forward all correspondence, deliveries, and workshop-related documentation to the relevant departments.
● Support management with general administrative tasks as assigned, within the defined scope of this role.
4. KEY COMPETENCIES & PERSONAL ATTRIBUTES
● Excellent interpersonal, communication, and listening skills
● Strong customer service orientation with a friendly, patient, and solution-focused demeanor
● High level of integrity, honesty, and professional conduct at all times
● Ability to work calmly under pressure and manage multiple tasks simultaneously
● Strong organisational and time-management skills
● Keen attention to detail and accuracy in documentation and record keeping
● Basic understanding of motor vehicle terminology, repair services, and automotive parts
● Collaborative team player who can effectively coordinate across departments
● Proactive, self-motivated, and able to take initiative when needed
● Respectful and professional presentation and personal grooming
5. KEY PERFORMANCE INDICATORS (KPIS)
● Customer satisfaction scores and feedback ratings from post-service surveys
● Accuracy, completeness, and timeliness of job card creation and filing
● Average response time to customer inquiries, calls, and complaints
● Timeliness of vehicle check-in, appointment scheduling, and delivery coordination
● Volume and accuracy of parts and tyre inquiry records maintained
● Rate of customer complaints resolved at first point of contact
● Quality and punctuality of daily and weekly reports submitted to management
6. WORKING CONDITIONS
The Customer Service Clerk is based at the workshop front office and reception area. The role involves extended periods of standing during vehicle check-in and delivery, as well as desk-based administrative work. Standard business hours apply, with possible extended hours during peak workshop periods. The incumbent is expected to maintain a professional appearance, positive attitude, and respectful conduct with customers, colleagues, and suppliers at all times.
How to Apply:
All applications will be received and reviewed through the BrighterMonday Portal by clicking on the 'Apply Here' section
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