Service Reception Manager

Job Purpose:

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

• 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

• Graduate in any discipline

• 3-5 years experience in the automotive service industry

• Proven ability to perform in a fast-paced environment while managing tight deadlines

• High attention to detail

• Ability to lead, develop and motivate teams.

• Strong digital literacy and computer proficiency