Service Reception Manager

• Receive⠀customers⠀in a⠀professional⠀manner⠀providing⠀them with⠀accurate⠀and timely⠀information⠀on their⠀service⠀needs.
• Accurately⠀inform⠀Service⠀Advisors⠀of⠀customer⠀needs and⠀record⠀information⠀accordingly.
• Provide⠀excellent⠀customer⠀service⠀and⠀monitor⠀the⠀customer⠀contract.⠀Ensure⠀Service⠀Advisors⠀call the⠀customers⠀to enquire⠀on arrival⠀delays and⠀rebook the⠀service if⠀requested.
• Organize⠀and manage⠀the⠀shuttle⠀service⠀and⠀accurately⠀maintain⠀the log of⠀the⠀service.⠀Maintain⠀log books⠀for⠀courtesy⠀cars.
• Effectively⠀handle⠀customer⠀complaints.⠀Patiently⠀address⠀issues and⠀discuss⠀the same⠀with the⠀Service⠀Advisors.
• Ensure⠀service⠀advisors⠀follow the⠀process in⠀receiving/⠀delivering⠀vehicles.
• Follow⠀up on⠀repeat⠀complaints⠀with the⠀workshop⠀to ensure⠀the⠀problem is⠀effectively⠀resolved.
• Follow⠀up on WIP,⠀analyse⠀delays and⠀intimate⠀the⠀customer⠀on reasons⠀for delays⠀in⠀delivery.
• Liaison⠀with call⠀centre⠀reports⠀and follow⠀up with⠀those⠀customers⠀to ensure⠀resolution⠀of⠀complaints⠀and⠀customer⠀satisfaction.
• Effectively⠀coordinate⠀activities⠀and⠀information⠀between⠀the⠀operators,⠀service⠀advisors⠀and⠀workshop⠀to enable⠀smooth⠀workshop⠀operations.
• Maintain⠀cleanliness⠀standards⠀for the⠀reception⠀area,⠀manage the⠀workspace,⠀ensure the⠀service⠀boards are⠀regularly⠀updated⠀and adhere⠀to the⠀workshop⠀processes.
• Liaison⠀with parts⠀department⠀on⠀delivery⠀delays and⠀provide⠀administrative⠀support to⠀the⠀service⠀advisors⠀and⠀workshop⠀team for⠀follow up⠀matters.
• Liaison⠀with sales⠀to confirm⠀details on⠀service⠀contracts,⠀update the⠀same in⠀the system⠀and⠀process
• accordingly.
• Monitor⠀the cars⠀taken out⠀for test⠀drives and⠀manage the⠀gate pass⠀system.
• Manage⠀reception⠀drivers⠀and car⠀cleaners⠀to ensure⠀vehicles⠀are moved⠀efficiently⠀in the⠀reception⠀area.
• Guide⠀and⠀motivate⠀subordinates⠀to enhance⠀performance⠀and⠀produce⠀quality⠀work, and⠀ensure⠀that they⠀are⠀continuously⠀developed⠀for higher⠀level⠀roles

Qualifications & Experience:

• Must be a native Arabic speaker
• Graduate in any discipline
• 3-5 years experience in similar role within automotive industry
• Ability to deal with/work under pressure and tight deadlines.
• High attention to detail
• Ability to lead, develop and motivate teams.
• Computer literate – Knowledge of Autoline is an advantage