Reception Supervisor - BYD Automotive Aftersales

AlFuttaim; Dubai; On-site; AED 89,000 - 134,000; Full time

Job summary

Al-Futtaim Automotive is seeking an experienced Reception Supervisor to lead the daily service reception operations for BYD at its Aftersales Service Centre in Dubai Investments Park. You will supervise 5–10 receptionists and Service Advisors, coordinate service appointments, ensure OEM standards, and deliver timely updates to customers throughout the aftersales journey.

The role requires 5–7 years in automotive customer service, with at least 2 years in supervision, and fluency in English;

Qualifications

• Bachelor's degree or Diploma in Engineering.
• 5–7 years in automotive customer service or reception.
• ≥2 years in a supervisory role.
• Experience using SAP or similar DMS.
• Fluency in English; Arabic/Urdu/Hindi an advantage.

Responsibilities

• Lead and coordinate daily reception activities.
• Allocate duties to receptionists and Service Advisors.
• Ensure timely service job-card administration.
• Maintain OEM and company procedure compliance.
• Monitor customer updates and complaints handling.
• Collaborate with workshop, parts, warranty teams.

Skills

Leadership

Customer service

Communication

Coaching

Problem solving

Education

Bachelor's or Diploma in Engineering

Tools

SAP

Job description

Reception Supervisor - BYD Automotive Aftersales Job Snapshot - Role: Reception Supervisor - Location: Dubai, United Arab Emirates - Industry: Automotive - Function: Customer Support-Client Care - Experience: 5-7 years, including at least 2 years in a supervisory role - Job Type: Full Time - Work Arrangement: On-site

Al-Futtaim Automotive is looking for an experienced Reception Supervisor to lead the daily service reception operations for BYD at its Aftersales Service Centre in Dubai Investments Park (DIP), Dubai.

BYD is a global technology company focused on electric mobility, battery innovation, and sustainable transportation.

As part of Al-Futtaim Automotive, the BYD business supports the development of electric vehicle mobility in the UAE.

Reporting to the Aftersales Manager, the Reception Supervisor will oversee customer reception activities, coordinate service appointments and job-card administration, and ensure that customers receive timely updates throughout the aftersales service process.

The position involves supervising approximately 5-10 receptionists and Service Advisors, maintaining customer satisfaction, managing complaints and escalations, and ensuring compliance with company procedures and Original Equipment Manufacturer (OEM) standards.

The successful candidate will combine strong automotive aftersales knowledge with effective leadership, customer relationship management, and operational problem-solving skills.

Job Details

• Country: United Arab Emirates
• City: Dubai
• Industry: Automotive
• Function: Customer Support-Client Care
• Salary: Not disclosed
• Gender: No Preference
• Candidate Nationality: Not specified
• Job Type: Full Time
• Work Arrangement: On-site

Key Responsibilities

Service Reception Operations

• Lead and coordinate daily activities across the automotive service reception department.
• Allocate responsibilities among receptionists and Service Advisors to maintain efficient customer handling.
• Ensure that customers receive professional assistance throughout the vehicle service process.
• Oversee the accurate preparation, communication, and timely closure of service job cards.
• Maintain effective coordination between reception personnel, workshop teams, and supporting departments.
• Monitor reception workflows and identify opportunities to improve operational efficiency.
• Ensure service reception activities follow established company procedures and OEM requirements.

Customer Experience and Complaint Resolution

• Maintain high standards of customer service throughout the aftersales journey.
• Monitor customer communication to ensure timely and accurate service updates.
• Oversee the handling of customer concerns, complaints, and service escalations.
• Support effective resolution of customer issues through coordination with relevant departments.
• Review customer satisfaction trends and identify areas requiring service improvement.
• Encourage consistent communication standards across the reception team.
• Promote a customer-focused working environment that supports positive service experiences.

Job Card and Service Documentation Management

• Supervise the preparation and management of service job cards.
• Ensure job-card information is recorded accurately and communicated to the relevant teams.
• Monitor the timely completion and closure of service documentation.
• Identify documentation errors or processing delays and coordinate corrective action.
• Maintain compliance with applicable company and manufacturer documentation standards.

Parts and Warranty Coordination

• Oversee parts-request activities initiated through the service reception department.
• Coordinate with the Parts team to support the timely handling of service requirements.
• Monitor reception-related warranty processes to ensure compliance with OEM and company procedures.
• Work with warranty stakeholders to address documentation or processing concerns.
• Maintain effective communication between reception, workshop, parts, and warranty teams.
• Support efficient service delivery by following up on issues affecting parts requests or warranty administration.

Team Supervision and Development

• Supervise a team of approximately 5-10 receptionists and Service Advisors.
• Provide daily guidance and support to maintain professional customer handling and efficient reception operations.
• Coach team members to strengthen communication, customer service, and problem-solving capabilities.
• Monitor individual and team performance against established Key Performance Indicators (KPIs).
• Identify development needs and provide feedback to support continuous improvement.
• Encourage teamwork, accountability, and a positive working environment.
• Motivate employees to achieve customer satisfaction and operational performance objectives.

Quality, Safety and Compliance

• Maintain Health, Safety, Security and Environment (HSSE) standards throughout the service reception area.
• Ensure reception activities comply with established quality assurance requirements.
• Monitor workplace presentation and maintain professional reception standards.
• Promote adherence to company policies, OEM procedures, and operational guidelines.
• Identify compliance concerns and coordinate appropriate corrective actions.
• Encourage employees to maintain safe and professional working practices.

Performance Monitoring and Service Improvement

• Track reception performance using relevant operational and customer service indicators.
• Review customer satisfaction results and identify recurring service concerns.
• Monitor the effectiveness of customer communication, complaint handling, and service coordination.
• Recommend improvements to reception procedures and customer service practices.
• Support the Aftersales Manager in achieving departmental performance objectives.
• Contribute to continuous improvement initiatives that strengthen service quality and operational efficiency.

Required Skills and Competencies

• Strong understanding of automotive aftersales reception operations and customer service processes.
• Proven ability to supervise, coach, and motivate customer-facing teams.
• Excellent verbal communication and interpersonal skills.
• Strong customer service orientation and relationship management capabilities.
• Effective complaint handling, conflict resolution, and problem-solving skills.
• Ability to coordinate multiple operational activities and manage service priorities.
• Knowledge of service job-card administration and aftersales documentation requirements.
• Familiarity with warranty coordination and parts-request procedures.
• Experience using a Dealer Management System (DMS), such as SAP or an equivalent platform.
• Ability to monitor operational KPIs and identify service improvement opportunities.
• Understanding of quality assurance and HSSE compliance requirements.
• Professional approach to customer communication and team leadership.

Qualifications and Experience

• Bachelor 's degree or Diploma in Engineering.
• 5-7 years of experience in automotive customer service or service reception operations.
• At least 2 years of experience in a supervisory role.
• Demonstrated knowledge of automotive aftersales processes and reception management.
• Previous experience supervising customer service or automotive reception personnel.
• Practical experience using SAP or an equivalent dealer management system.
• Strong leadership, coaching, and team motivation skills.
• Excellent communication, customer service, and conflict resolution abilities.
• Commitment to maintaining quality and HSSE standards.
• Fluency in English is required.
• Knowledge of Arabic, Urdu, or Hindi is an advantage.

About the Aftersales Team

The Reception Supervisor will join the BYD Aftersales Service Centre team at Dubai Investments Park and report directly to the Aftersales Manager.

The role involves leading approximately 5-10 receptionists and Service Advisors while working closely with workshop personnel, parts teams, warranty stakeholders, and customers.

Effective collaboration across these functions is essential to maintaining accurate service documentation, resolving customer concerns, and delivering a consistent aftersales experience.

The position offers the opportunity to contribute to customer service excellence within Al-Futtaim Automotive 's electric mobility business.

About Al-Futtaim Automotive and BYD

Al-Futtaim Automotive is a major business division of Al-Futtaim Group, a diversified regional organization headquartered in Dubai, United Arab Emirates.

Operating across eight countries in the Middle East, Asia, and North Africa, Al-Futtaim Automotive represents more than 25 internationally recognized brands.

Its business activities include passenger vehicles, commercial vehicles, industrial equipment, logistics, leasing, aftersales, and financial services.

With a workforce of more than 9,000 colleagues, Al-Futtaim Automotive focuses on innovation, digital transformation, customer experience, and the development of mobility solutions.

BYD is a global technology company specializing in electric mobility, battery technology, and sustainable transportation.

Guided by its mission, "Technological Innovations for a Better Life, " BYD is contributing to the development of zero-emission mobility solutions.

Through its BYD operations, Al-Futtaim Automotive supports the growing electric vehicle market in the UAE while maintaining a focus on customer service and aftersales quality.

Al-Futtaim Automotive is committed to empowering employees to develop their capabilities, contribute to business progress, and help shape the future of mobility.