Service Reception Supervisor

Al Tayer Group; Abu Dhabi; On-site; AED 167,000 - 234,000; Full time

Job summary

Al Tayer Motors in the UAE seeks a Service Reception Lead to oversee the brand’s service function, achieve revenue and quality targets, and deliver exceptional customer service in our luxury automotive division.

You will greet customers, record service needs, coordinate with Service Advisors, manage logs for shuttle and courtesy cars, and lead a team to ensure smooth workshop operations.

Qualifications

• Graduate in any discipline.
• 3-5 years experience in the automotive service industry.
• Ability to deal with/work under pressure and tight deadlines.
• High attention to detail.
• Ability to lead, develop and motivate teams.
• Computer literate.

Responsibilities

• Receive and greet customers cheerfully and record service needs.
• Check labour hours, book the customer, and inform the Service Advisor.
• Ensure customers are attended and guide to the Service Advisor.
• Organize shuttle service and maintain logs for courtesy cars.
• Handle customer complaints and follow the service-delivery process.
• Follow up on work in progress (WIP) and delays with the workshop.
• Coordinate between operators, service advisors and workshop for smooth operations.
• Maintain reception area cleanliness and update service boards.
• Liaise with parts and sales on service contracts and updates.
• Monitor test drives and manage gate pass system.
• Motivate and develop subordinates for higher performance.

Skills

Customer service

Communication

Leadership

Team management

Computer literacy

Education

Graduate in any discipline

Job description

Al Tayer Motors is a premium destination for luxury automotive excellence in the UAE, representing some of the world’s most prestigious brands. We believe that our people are our greatest strength. With a team of approximately 3000 professionals representing more than 42 nationalities, we foster an inclusive environment where everyone has the opportunity to grow, achieve, and thrive. Our success is rooted in the richness of our organizational culture, global outlook and the diverse experiences that come together to form a truly high-performing team. Our culture is built on the belief that luxury is not just about the vehicles we offer, but the people who bring those brands to life. Whether in customer service or technical expertise, every role plays a vital part in delivering the exceptional luxury experience our brands are known for. Innovation at Al Tayer Motors goes beyond technology — it’s about empowering our people to exceed expectations and shaping meaningful experiences that inspire excellence. By nurturing their talent and embracing diverse viewpoints, we continue to set benchmarks in the luxury automotive sector — where every detail matters, and every experience is elevate.

Job Description

• To lead the service function for the brand, develop and implement plans and programmes in order to achieve service targets in terms of revenue, quality and effective customer service

Responsibilities

• Receive and greet customers cheerfully. Check the labour hours available and book the customer accordingly. Discuss servicing/ repair needs, accurately record the same and intimate the concerned Service Advisor while putting the customer’s name and details on the service board/ repair order.
• Ensure that the customer is never left unattended. Assist the customer and direct him to the assigned Service Advisor while indicating customer arrival on the service board. 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, manage the gate pass system and ensure timely ordering of workshop stationary.
• Guide and motivate subordinates to enable them to maintain high degree of operational efficiency at all time
• 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

Qualifications

• Education/Certification and Continued Education
• Graduate in any discipline
• Years of Experience
• 3-5 years experience in the automotive service industry
• Knowledge and Skills
• Ability to deal with/work under pressure and tight deadlines.
• High attention to detail
• Ability to lead, develop and motivate teams.
• Computer literate