Service Reception Manager- JLR, Dubai

23 Oct

13 Nov

Job Description: To lead the service function for the brand, develop and implement plans and programs in order to achieve service targets in terms of revenue, quality and effective customer service

Responsibilities: Functional Roles and 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 & Experience

Graduate in any discipline
3-5 years experience in the automotive service industry
Ability to deal with/work under pressure and tight deadlines
High attention to detail
Ability to lead, develop and motivate teams

Computer literate

Qualifications: .

Customer follow-upsAutomotive workshop experienceAutomotive operations experienceInternal stakeholder coordination for service deliveryCustomer communicationCustomer complaint handlingCross-functional coordinationStaff supervisionCustomer service call handlingAfter-sales serviceCollaboration with salesPublic service counter supportCustomer relationship buildingInbound customer supportMaintaining an organised workspaceFront-of-house supervisionOn-site team supervisionCustomer booking request managementClient coordinationTeam supervisionClear and respectful communicationCustomer appointment bookingLeadership (demonstrated interpersonal skills)Mentoring and coachingProfessional interactions in public areasCoachingMentoring junior staffService schedulingGreeting customersOperations coordination planningDelivery trackingDirect client contactInternal department liaisonTraining and mentoring staffFront desk or reception query managementFront of house coordinationAfter-sales issue resolutionTeam developmentProfessional development supportMentoring (demonstrated interpersonal skills)