Service Reception & Customer Experience Lead

Al Tayer Group; Abu Dhabi; Sur place; AED 120 000 - 180 000; Plein temps

Résumé du poste

Al Tayer Group in Abu Dhabi seeks a Service Manager to lead the brand's service function, developing plans to achieve targets in revenue, quality, and customer satisfaction.

You will oversee reception, service advisors, workshop coordination, shuttle services, and log maintenance to ensure smooth operations and timely information flow. A graduate with 3-5 years in automotive service is required, along with strong leadership and digital skills.

Qualifications

• 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.

Responsabilités

• 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

Connaissances

Leadership

Customer Service

Digital Literacy

Team Management

Formation

Bachelor's degree

Description du poste

Al Tayer Group in Abu Dhabi seeks a Service Manager to lead the brand's service function, developing plans to achieve targets in revenue, quality, and customer satisfaction.

You will oversee reception, service advisors, workshop coordination, shuttle services, and log maintenance to ensure smooth operations and timely information flow. A graduate with 3-5 years in automotive service is required, along with strong leadership and digital skills.