Service Reception Lead — Customer Experience & Operations

Al Tayer Group; Al Ain; On-site; AED 67,000 - 112,000; Full time

Job summary

Al Tayer Group in Al Ain, United Arab Emirates, is seeking a Service Centre Lead to oversee the service function and drive plans to meet revenue, quality, and customer satisfaction targets. You will manage customer interactions, inform advisors, coordinate shuttle services, and monitor workflows across reception, workshop, and parts departments.

The role requires 3–5 years in automotive service, a graduate degree in any discipline, and strong leadership and digital skills.

Qualifications

• 3–5 years in automotive service industry.
• Ability to work in a fast-paced environment with tight deadlines.
• Graduate in any discipline.

Responsibilities

• Receive customers in a professional manner providing them with accurate and timely information on their service needs.
• Inform Service Advisors of customer needs and record information accordingly.
• Provide excellent customer service and monitor the customer contract; ensure Service Advisors call customers to enquire on arrival delays and rebook the service if requested.
• Organize and manage the shuttle service and maintain the service log and log books for courtesy cars.
• Handle customer complaints; address issues and discuss with Service Advisors; ensure process compliance.
• Follow up on repeat complaints with the workshop to ensure problems are resolved.
• Follow up on WIP, analyze delays and inform customers about delivery delays.
• Liaise with call center reports and follow up with customers to ensure resolution and satisfaction.
• Coordinate activities and information between operators, service advisors and workshop for smooth operations.
• Maintain reception area cleanliness, manage workspace, update service boards, adhere to workshop processes.
• Liaise with parts department on delivery delays and provide admin support for follow up matters.
• Liaise with sales to confirm service contract details and process accordingly.
• Monitor cars taken out for test drives and manage the gate pass system.
• Manage reception drivers and car cleaners to ensure efficient vehicle movement.
• Guide and motivate subordinates to enhance performance and continuous development.

Skills

Attention to detail

Team leadership

Digital literacy

Education

Graduate in any discipline

Job description

Al Tayer Group in Al Ain, United Arab Emirates, is seeking a Service Centre Lead to oversee the service function and drive plans to meet revenue, quality, and customer satisfaction targets. You will manage customer interactions, inform advisors, coordinate shuttle services, and monitor workflows across reception, workshop, and parts departments.

The role requires 3–5 years in automotive service, a graduate degree in any discipline, and strong leadership and digital skills.