Michael Peffer
Albion,Mauritius
Summary
Accomplished professional with expertise in customer service and client care, certified service advisor, and department management. Demonstrates visionary thinking and efficient delegation to ensure service quality assurance and adherence to service level agreements. Skilled in crisis resolution, complaint handling procedures, and customer relations management, with a strong focus on technical support knowledge and technical documentation writing. Proven track record in budgeting and forecasting, driving service quality standards, and leading teams towards excellence. Aspires to leverage extensive skills in a challenging role that fosters growth and innovation within the industry.
Overview
20
20
years of professional experience
2002
2002
years of post-secondary education
1
1
Certification
Work history
Service manager
Axess - Jaguar Land Rover
Moka, Mauritius
08.2025 - Current
- Developed an efficient workflow to reduce service downtime.
- Maintained high standards of cleanliness and hygiene throughout the premises, ensuring customer comfort and satisfaction.
- Implemented a new feedback system for more efficient performance reviews.
- Spearheaded initiatives towards achieving company targets, leading to consistent growth year after year.
- Improved response times, resulting in higher client satisfaction rates.
- Maintained a positive work environment through effective conflict resolution strategies among staff.
- Delegated tasks effectively to maximize team potential and productivity.
- Established clear lines of communication between management and staff, fostering a harmonious working environment.
- Assessed employee performances regularly, providing constructive feedback where necessary for continuous improvement.
- Streamlined service operations by enhancing team collaboration and communication.
- Identified service gaps, developing plans to strengthen or expand offerings.
Service Manager
Jaguar Land Rover Bryanston
02.2022 - 09.2025
- Front-line management
- Overseeing of admin and workshop staff
- Liaison with OEMs
- Inter-departmental communications
- Maintain high levels of technical knowledge both personally, and in the service department
- Achievement of financial targets set by Directors
- Maintain healthy, consistent Customer Service Index scores
- Customer complaints resolution
- Experience-based input to Management
Service Advisor/Second-in-Charge/Assistant Manager
Land Rover Sandton
05.2016 - 02.2022
- Front-line management on behalf of Department Manager
- Overseeing of admin and workshop staff
- Liaison with OEMs
- Inter-departmental communications
- Maintain high levels of technical knowledge both personally, and in the service department
- Achievement of financial targets set by Management
- Maintain healthy, consistent Customer Service Index scores
- Customer complaints resolution
- Experience-based input to Management
Service Advisor
CMH Volvo Cars Bryanston
10.2013 - 05.2016
- Maintain high levels of technical knowledge both personally, and in the service department
- Achievement of financial targets set by Management
- Maintain healthy, consistent Customer Service Index scores
- Customer complaints resolution
- Experience-based input to Management
Service Advisor
Tommy Martin Motors
02.2013 - 09.2013
- Maintain high levels of technical knowledge both personally, and in the service department
- Achievement of financial targets set by Management
- Maintain healthy, consistent Customer Service Index scores
- Customer complaints resolution
Service Advisor
Mercedes-Benz Northcliff/Sandown Motors Northcliff
12.2010 - 03.2012
- Maintain high levels of technical knowledge both personally, and in the service department
- Achievement of financial targets set by Management
- Maintain healthy, consistent Customer Service Index scores
- Customer complaints resolution
Service Advisor
Mercedes-Benz Bedfordview
07.2010 - 11.2010
- Maintain high levels of technical knowledge both personally, and in the service department
- Achievement of financial targets set by Management
- Maintain healthy, consistent Customer Service Index scores
- Customer complaints resolution
Customer Service Representative
Mercedes-Benz South Africa
01.2009 - 06.2010
- Workflow Management
- Process Management
- Implementation of Company Strategy
- Performance Management
Service Advisor
Barloworld Toyota Witbank
09.2008 - 12.2008
- Management of Customer Expectations
- Communication with Customers in order to provide real-time feedback on processes relating to vehicle servicing and repairs
- Promotion of Customer Service Development Programme
- Maintenance of healthy Customer Service Index score
- Prioritisation of Customer Retention
Customer Service Representative
CCN – Toyota South Africa
01.2006 - 08.2008
- Creation and Implementation of New Processes designed to improve Customer Care outside of the Dealer Network
- Management of communication between dealer and customers
- Analysis and reporting of recommendations for potential system enhancement
Education
Matric Level -
Allen Glen High School
JohannesburgSkills
- Customer Service/Client Care
- Certified Service Advisor
- Department Management
- Service level agreement management
- Efficient delegation
- Complaint handling procedures
- Visionary thinking
- Customer relations management
- Technical documentation writing
- Technical support knowledge
- Service quality assurance
- Budgeting and forecasting
- Service quality standards
- Crisis resolution
- Team Leadership
Certification
- Certification: Service Advisor
- Driver's License: Code B
References
- Morne, Pienaar, Manager, +27 73 360 7895, CMH Volvo Cars Bryanston
- Chris, Speight, +27 82 778 670
- Victor, Nwaneri, +27 83 271 6809
Hobbies and Interests
I am passionate about the motoring industry, as well as being family-oriented – I love spending time with my children, and being involved in activities that provide them with the stimulation they require.
Personal Information
- Date of Birth: 30 May 1985
- ID Number: 8505305013088
- Marital Status: Common Law
- Languages: English (fluently written & spoken)
- Computer Literate: Word, Excel, PowerPoint, Email/Internet Savvy, Automotive Dealer DMS Systems Pinnacle & Kerridge
Timeline
Service manager
Axess - Jaguar Land Rover
08.2025 - Current
Service Manager
Jaguar Land Rover Bryanston
02.2022 - 09.2025
Service Advisor/Second-in-Charge/Assistant Manager
Land Rover Sandton
05.2016 - 02.2022
Service Advisor
CMH Volvo Cars Bryanston
10.2013 - 05.2016
Service Advisor
Tommy Martin Motors
02.2013 - 09.2013
Service Advisor
Mercedes-Benz Northcliff/Sandown Motors Northcliff
12.2010 - 03.2012
Service Advisor
Mercedes-Benz Bedfordview
07.2010 - 11.2010
Customer Service Representative
Mercedes-Benz South Africa
01.2009 - 06.2010
Service Advisor
Barloworld Toyota Witbank
09.2008 - 12.2008
Customer Service Representative
CCN – Toyota South Africa
01.2006 - 08.2008
Matric Level -
Allen Glen High School