Linda van Dam

Service Advisor & Customer Coordinator

8+ years of experience in automotive customer service

Profile

Linda van Dam is a Service Advisor and Customer Coordinator at Faay Auto Groep. As the first point of contact for customers, Linda serves as the link between them and the workshop. Her technical expertise, combined with excellent communication skills and customer focus, makes her an indispensable member of the team.

Linda's role goes beyond simply scheduling appointments. She advises customers on maintenance, explains technical matters in plain language, coordinates repairs, and ensures customers are always informed about the status of their vehicle. Her goal is to offer every customer a worry-free experience at Faay Auto Groep.

Training and Certifications

• MBO Level 4 Mobility & Automotive – Automotive Business Manager (2015)
• Service Advisor Certification – BOVAG-approved training (2016)
• Automotive Technology Basic Knowledge – Technical training for service advisors
• Customer Service Excellence – Customer Service training
• WooCommerce and Amelia Booking – System management and customer support
• BOVAG Customer Experience – Specialized training in automotive customer service

Responsibilities

Customer Contact and Advice

As the first point of contact, Linda has daily contact with dozens of customers:

• Telephone intake of questions and complaints
• Advise on necessary maintenance and repairs
• Explain technical matters in understandable language
• Making quotes and providing price indications
• Making sure customers feel heard and understood

Planning and Coordination

Linda manages the planning of all branches:

• Schedule appointments for maintenance, repairs and MOT inspections
• Optimizing workshop planning
• Coordinating emergencies and breakdowns
• Managing loaner cars and replacement transportation
• Ensuring timely completion of work

Communication and Updates

During repairs, Linda proactively keeps customers informed:

• Updates on the progress of work
• Reporting findings during MOT or maintenance
• Advising on additional work
• Confirming appointments and pick-up dates
• Follow-up after completion of work

Administration and Systems

Linda manages various systems and processes:

• Maintain customer and vehicle data
• Order processing and invoice checking
• Manage online appointment system (Amelia Booking)
• Maintain customer database
• Keeping reports and statistics

Technical Knowledge

Although Linda is not a mechanic, she has built up extensive technical knowledge:

Maintenance and Service

• Maintenance intervals and service schedules per brand
• What happens during a minor and major service
• APK inspection process and common defects
• Tires: seasons, sizes, specifications
• Fluids: engine oil, brake fluid, coolant, etc.

Common Repairs

• Timing belt replacement and intervals
• Brakes: pads, discs, fluid
• Battery and starting/charging problems
• Lighting and electrical faults
• Air conditioning service and maintenance
• Exhaust and emission systems

Guarantees and Insurance

• Factory warranty conditions
• BOVAG warranty schemes
• All-risk and third-party insurance
• Claims handling procedures
• Replacement transport arrangements

Method and Philosophy

“"Every client is unique and deserves personal attention," is Linda's motto. She takes the time to truly listen to her clients, ask questions, and understand their situation before offering advice.

Linda is known for her transparent communication. She clearly explains the situation, the options, and the costs—without technical jargon or surprises. Clients appreciate her honesty and clarity.

Customer focus

For Linda, the customer always comes first:

• Reachable: Customers can easily reach Linda by phone, email or WhatsApp
• Proactive: She contacts you herself with updates, even if there is nothing special to report
• Flexible: She thinks along in solutions, from late appointments to emergency service
• Empathetic: She understands that car problems cause stress and helps reassure customers
• Solution-oriented: When problems arise, she looks for solutions instead of excuses

Experience

2016 – Present: Faay Auto Group

Linda has been working at Faay Auto Groep since 2016 and has become a key figure within the organization. She coordinates service for all five locations and has built a loyal customer base that specifically requests her services.

2014 – 2016: Receptionist at a car company

After her training, Linda started as a receptionist at a large car company, where she laid the foundation for her expertise in automotive customer service.

Specialties

Fleet Management

Linda is the contact person for business clients with a fleet. She provides:

• Personal account management
• Scheduling regular maintenance for multiple vehicles
• Reports and cost overviews
• Direct line for emergencies
• Contract management and agreements

Complex Situations

In complex situations such as warranty issues, damage claims or complaints, Linda is the designated person to handle them professionally:

• Assessing and submitting warranty claims
• Coordinating claims handling
• Taking complaints seriously and resolving them
• Communication with insurers and leasing companies

Digital Service

Linda manages and optimizes the digital customer contact points:

• Configure and maintain online appointment system
• Set up automatic SMS and email reminders
• Send digital vehicle inspection reports
• Monitor and respond to online reviews
• Social media customer service (Facebook, Instagram)

Teamwork

Linda works closely with all departments:

• With mechanics: Discuss customer wishes, determine priorities, receive technical updates
• With inspectors: Planning MOT inspections, discussing findings
• With management: Reporting on customer satisfaction, improving processes
• With suppliers: Order parts, check delivery times

In Practice

A typical workday for Linda begins at 8:00 a.m. with checking emails and voicemails. During the day:

• She answers 30-40 customer calls
• Schedule them 15-20 appointments
• She processes 10-15 online appointment requests
• She makes 5-10 quotes
• She sends updates to customers whose cars are in the workshop
• She solves various small and large problems

Despite the hustle and bustle, Linda remains calm, friendly and organised.

Customer rating

Customers rate Linda highly, as evidenced by reviews:

“"Linda is always friendly and helpful. She explains everything clearly and ensures you never have to ask questions." – Marieke, customer since 2018

“"Finally, someone who speaks normal Dutch and doesn't immediately try to sell you everything. Linda gives honest advice." – Henk, business client

“"Great service! Linda takes care of everything and keeps you well-informed. Fantastic!" – Stefan, customer since 2020

Continuous Development

Linda continues to develop in various areas:

• Annual BOVAG service advisor training
• Technical updates on new vehicle technology
• Customer service and communication training
• System training (CRM, planning, accounting)
• Leadership and management courses

Personal

Linda's interest in cars stems from her childhood. Her father owned a garage, and that's where she developed her passion for the automotive industry. She combines technical knowledge with people skills – the perfect combination for a service advisor.

Outside of work, Linda enjoys traveling (preferably road trips!), reading, and spending time with friends and family. She drives a Volvo V60, which she's very happy with.

Tips from Linda

Linda likes to share useful tips with customers:

• Plan in time: “Especially for MOTs and maintenance, plan at least two weeks in advance, otherwise we are often fully booked.”
• Communicate clearly: “Say exactly what your problem is, when it occurs and what you have already tried.”
• Keep maintenance booklet: “A complete maintenance history significantly increases the value of your car.”
• Ask for explanation: “Don't be shy about asking questions; that's what we're here for. We're happy to explain what we do and why.”
• Think about winter tires: “Plan your change in time, between October and December we are always overcrowded”

Contact

Linda is the central point of contact for all Faay Auto Groep locations. For appointments, maintenance questions, quotes, or general information, please contact Linda.

Accessibility: Monday – Friday: 9:00 – 18:00
Phone: General number Faay Auto Group
E-mail: Via contact form or direct email address
WhatsApp: For quick questions (during office hours)

For online appointments, you can visit our website 24/7 via the Amelia Booking system.