Lead Automotive Service Reception & Customer Experience

Al-Futtaim

Dubai

On-site

AED 120,000 - 180,000

Full time

2 days ago

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Job summary

Al-Futtaim Automotive is seeking an experienced Reception Supervisor to lead daily service reception operations in the UAE. You will manage a team of receptionists and service advisors, ensuring accurate job cards, smooth customer journeys, and adherence to OEM standards while supporting customer satisfaction and business performance.

You will report to the Aftersales Manager and collaborate with workshop, parts, and warranty teams to deliver seamless service experiences.

Qualifications

Bachelor’s Degree or Diploma in Engineering.
5-7 years of automotive customer service or reception experience, including at least two years in a supervisory role.
Strong knowledge of aftersales reception operations and customer-service processes.
Experience using a dealer management system such as SAP or an equivalent platform.
Demonstrated leadership, coaching and team-motivation skills.
Excellent communication, customer service, problem-solving and conflict-resolution abilities.
Commitment to Health, Safety, Security and Environment compliance and quality assurance.
Fluency in English; Arabic, Urdu or Hindi would be an advantage.

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.