Auto Service Reception Lead | Customer Experience & KPIs

Robinson & Co (Singapore) Pte Ltd; Al Ain; On-site; AED 112,000 - 201,000; Full time

Job summary

Al-Futtaim Automotive seeks an experienced Reception Supervisor for BYD at the DIP service centre in the UAE. You will lead the daily operations of the service reception, ensuring a smooth customer journey, accurate job-card management and adherence to OEM standards.

You will supervise five to ten receptionists and service advisors, coach the team, manage escalations and drive KPIs while upholding HSSE and presentation standards.

Qualifications

• Bachelor's or Diploma in Engineering.
• 5-7 years in automotive customer service or reception.
• At least 2 years in a supervisory role.
• Strong knowledge of aftersales reception operations and customer-service processes.
• Experience using SAP or equivalent platform.
• Leadership, coaching and team-motivation skills.
• Excellent communication and problem-solving abilities.
• Fluency in English; Arabic/Urdu/Hindi a plus.

Responsibilities

• Lead, coordinate and allocate work across the service reception team to maintain professional and efficient customer handling.
• Ensure job cards are created, communicated and closed accurately and on time.
• Monitor customer updates, complaint handling and escalations to improve satisfaction and resolution rates.
• Oversee warranty and parts-request processes at reception in line with OEM and company requirements.
• Coach and develop receptionists and service advisors to strengthen customer-handling skills and achieve KPIs.
• Maintain HSSE, quality and presentation standards across the reception area.
• Track reception performance and customer satisfaction trends, and recommend service improvements.

Skills

Leadership

Communication

Problem-solving

Conflict resolution

Customer service

Language - English

Education

Bachelor's or Diploma in Engineering

Tools

SAP

Job description

Al-Futtaim Automotive seeks an experienced Reception Supervisor for BYD at the DIP service centre in the UAE. You will lead the daily operations of the service reception, ensuring a smooth customer journey, accurate job-card management and adherence to OEM standards.

You will supervise five to ten receptionists and service advisors, coach the team, manage escalations and drive KPIs while upholding HSSE and presentation standards.