Summary
Al Tayer Group is hiring a Service Reception Manager in Al Ain to lead the service reception function and help meet revenue, quality and customer-service targets. The role includes overseeing customer reception, service bookings, complaints, delivery delays, shuttle and courtesy-car records, and coordination with service advisors, the workshop, parts, sales and the call center. The manager will also oversee reception drivers and car cleaners, maintain reception standards and develop the team. Applicants need a degree in any discipline, 3–5 years of automotive service industry experience, strong digital literacy and the ability to lead a team and manage tight deadlines.
The posting
As published on altayer.com. Pulled from the employer's site and shown as they wrote it.
Job Purpose:
To lead the service function for the brand, develop and implement plans and programmes in order to achieve service targets in terms of revenue, quality and effective customer service
Responsibilities
- 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, analyze delays and intimate the customer on reasons for delays in delivery.
- Liaison with call center 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 work space, 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
- Graduate in any discipline
- 3-5 years experience in the automotive service industry
- Proven ability to perform in a fast-paced environment while managing tight deadlines
- High attention to detail
- Ability to lead, develop and motivate teams.
- Strong digital literacy and computer proficiency