وصف الوظيفة
Role Overview
Service Reception Supervisor at Al Tayer Group, Dubai, UAE. The role leads the service function for the brand, developing and implementing plans and programmes to achieve service targets in terms of revenue, quality, and effective customer service.
Role Purpose
To lead the service reception function and coordinate all customer-facing and operational activities between the reception, service advisors, workshop, and support departments to deliver exceptional customer service and meet service revenue and quality targets.
Key Responsibilities
Customer Service & Relations
- Receive and greet customers cheerfully.
- Check labour hours availability and book customers accordingly.
- Discuss servicing and repair needs, accurately record information, and intimate the concerned Service Advisor while placing customer name and details on the service board or repair order.
- Ensure customers are never left unattended.
- Assist customers and direct them to assigned Service Advisors while indicating customer arrival on the service board.
- Ensure Service Advisors call customers to enquire on arrival delays and rebook services if requested.
- Effectively handle customer complaints with patience.
- Address customer issues and discuss them with Service Advisors.
- Ensure Service Advisors follow the process in receiving and delivering vehicles.
- Follow up on repeat complaints with the workshop to ensure effective resolution.
- Liaison with call center reports and follow up with those customers to ensure complaint resolution and customer satisfaction.
Operations & Coordination
- Organize and manage the shuttle service and accurately maintain the log.
- Maintain log books for courtesy cars.
- Follow up on WIP, analyze delays, and intimate customers on reasons for service delivery delays.
- Effectively coordinate activities and information between operators, service advisors, and workshop to enable smooth workshop operations.
- Maintain cleanliness standards for the reception area.
- Manage the work space and ensure service boards are regularly updated.
- Adhere to workshop processes.
- Monitor cars taken out for test drives.
- Manage the gate pass system.
- Ensure timely ordering of workshop stationery.
Stakeholder Management
- Liaison with parts department on delivery delays.
- Provide administrative support to 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.
People Management
- Guide and motivate subordinates to enable them to maintain a high degree of operational efficiency at all times.
- 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.
- Ensure subordinates are continuously developed for higher level roles.
Qualifications & Experience
- Graduate in any discipline.
- 3–5 years experience in the automotive service industry.
Skills & Competencies
- Ability to deal with and work under pressure and tight deadlines.
- High attention to detail.
- Ability to lead, develop, and motivate teams.
- Computer literate.
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