Service Reception Manager - Dubai, United Arab Emirates - Talent Pal

Description

JobPurpose

To lead the service functionfor the brand develop and implement plans and programs in order toachieve service targets in terms of revenue quality and effectivecustomer service.

FunctionalResponsibilities

• Receive andgreet customers cheerfully. Check the labour hours available andbook the customer accordingly. Discuss servicing/ repair needsaccurately record the same and intimate the concerned ServiceAdvisor while putting the customers name and details on the serviceboard/ repair order.
• Ensure that the customeris never left unattended. Assist the customer and direct him to theassigned Service Advisor while indicating customer arrival on theservice board. Ensure Service Advisors call the customers toenquire on arrival delays and rebook the service ifrequested.
• Organize and manage the shuttleservice and accurately maintain the log of the service. Maintainlog books for courtesy cars.
• Effectively handlecustomer complaints. Patiently address issues and discuss the samewith the Service Advisors. Ensure service advisors follow theprocess in receiving/ deliveringvehicles.
• Follow up on repeat complaints withthe workshop to ensure the problem is effectivelyresolved.
• Follow up on WIP analyze delays andintimate the customer on reasons for delays indelivery.
• Liaison with call center reports andfollow up with those customers to ensure resolution of complaintsand customer satisfaction.
• Effectivelycoordinate activities and information between the operators serviceadvisors and workshop to enable smooth workshopoperations.
• Maintain cleanliness standards forthe reception area manage the work space ensure the service boardsare regularly updated and adhere to the workshopprocesses.
• Liaison with parts department ondelivery delays and provide administrative support to the serviceadvisors and workshop team for follow upmatters.
• Liaison with sales to confirm detailson service contracts update the same in the system and processaccordingly.
• Monitor the cars taken out fortest drives manage the gate pass system and ensure timely orderingof workshop stationary.
• Guide and motivatesubordinates to enable them to maintain high degree of operationalefficiency at all time
• Manage reception driversand car cleaners to ensure vehicles are moved efficiently in thereception area.
• Guide and motivate subordinatesto enhance performance and produce quality work and ensure thatthey are continuously developed for higher levelroles

Key RecruitmentCriteria

• Overall 5to 7 years experience in Service Reception with minimum 3 yearsexperience in the capacity of Service ReceptionManager
• Must have experiencein Luxury Brands as Service ReceptionManager