Service Reception Manager - Bodyshop (Abu Dhabi)

Abu Dhabi, United Arab Emirates

New Hot

After Sales Management

Premier Motors

Requisition # 240001N4

Job Purpose:

To lead the Bodyshop Service Reception function for all brands/franchise owned by the company, develop and implement plans and programs to achieve service targets in terms of revenue, quality and effective customer service.

Roles & 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 logbooks 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 team to confirm details on service contracts, update the same in the system and process.

• Coordinate with Insurance companies and facilitate evaluation of accident repairs and estimation.

• 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

• Diploma in Automotive/Mechanical Engineering is a plus

• 3-5 years experience in similar role within automotive industry

• Must be familiar with Bodyshop process

• 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

Additional Information