Service Reception Manager

Role Overview

Service Reception Manager at Al Tayer Group. This 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.

Key Responsibilities

Customer Service & Reception

• Receive customers in a professional manner, providing accurate and timely information on their service needs.
• Provide excellent customer service and monitor the customer contract.
• Accurately inform Service Advisors of customer needs and record information accordingly.
• Ensure Service Advisors call customers to enquire on arrival delays and rebook the service if requested.

Complaint Management & Resolution

• Effectively handle customer complaints, patiently address issues, and discuss the same with Service Advisors.
• Ensure Service Advisors follow the process in receiving and delivering vehicles.
• Follow up on repeat complaints with the workshop to ensure the problem is effectively resolved.
• Liaison with call center reports and follow up with those customers to ensure resolution of complaints and customer satisfaction.

Operations & Coordination

• Follow up on WIP, analyze delays, and intimate the customer on reasons for delays in delivery.
• 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.
• Monitor the cars taken out for test drives and manage the gate pass system.

Fleet & Resource Management

• Organize and manage the shuttle service and accurately maintain the log of the service.
• Maintain log books for courtesy cars.
• Manage reception drivers and car cleaners to ensure vehicles are moved efficiently in the reception area.

Cross-functional Liaison

• Liaison with sales to confirm details on service contracts, update the same in the system, and process accordingly.

Team Leadership & Development

• Guide and motivate subordinates to enhance performance and produce quality work.
• Ensure that subordinates are continuously developed for higher level roles.

Qualifications & Experience

• Graduate in any discipline.
• 3–5 years of experience in the automotive service industry.
• Proven ability to perform in a fast-paced environment while managing tight deadlines.

Skills & Competencies

• High attention to detail.
• Ability to lead, develop, and motivate teams.
• Strong digital literacy and computer proficiency.