Service Reception Manager - Abu Dhabi (Arabic Speaker)

Job Purpose:

To lead the service function for the brand, develop and implement plans and programmes 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 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