Service Reception Manager - Abu Dhabi, United Arab Emirates - Talent Pal

Description

Job Purpose:

To leadthe service function for the brand develop and implement plans andprogrammes to achieve service targets in terms of revenue qualityand effective customer service.

Roles& Responsibilities:

• Receive customers in a professional manner providing themwith accurate and timely information on their serviceneeds.
• Accurately inform Service Advisors ofcustomer needs and record information accordingly.
• Provide excellent customer service and monitor thecustomer contract. 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.
• Effectivelyhandle customer complaints. Patiently address issues and discussthe same with the Service Advisors.
• Ensureservice advisors follow the process in receiving/ deliveringvehicles.
• Follow up on repeat complaints withthe workshop to ensure the problem is effectivelyresolved.
• Follow up on WIP analyse delays andintimate the customer on reasons for delays in delivery.
• Liaison with call centre reports and follow up with thosecustomers to ensure resolution of complaints and customersatisfaction.
• Effectively coordinateactivities and information between the operators service advisorsand workshop to enable smooth workshop operations.
• Maintain cleanliness standards for the reception areamanage the workspace ensure the service boards are regularlyupdated and adhere to the workshop processes.
• Liaison with parts department on delivery delays andprovide administrative support to the service advisors and workshopteam for follow up matters.
• Liaison with salesto confirm details on service contracts update the same in thesystem and process
• accordingly.
• Monitor the cars taken out for test drives and manage thegate pass system.
• Manage reception drivers andcar cleaners to ensure vehicles are moved efficiently in thereception area.
• Guide and motivatesubordinates to enhance performance and produce quality work andensure that they are continuously developed for higher levelroles

Qualifications& Experience:

• Mustbe a native Arabic speaker
• Graduate in anydiscipline
• 35 years experience in similar rolewithin automotive industry
• Ability to dealwith/work under pressure and tight deadlines.
• High attention to detail
• Ability tolead develop and motivate teams.
• Computerliterate Knowledge of Autoline is an advantage