Service Reception Manager

Al Tayer Group; Asia; On-site; PEN 62,000 - 110,000; Full time

Job summary

Al Tayer Group is seeking a Service Leader to drive the service function, develop and implement plans to hit revenue, quality and customer service targets. The role requires coordinating service advisors, workshop, parts and reception to ensure smooth operations and high customer satisfaction.

You will lead, develop and motivate teams, monitor service contracts, handle complaints, and ensure timely information flow to customers and internal stakeholders.

Qualifications

• Graduate in any discipline.
• 3-5 years experience in automotive service industry.
• Fast-paced environment with tight deadlines.
• High attention to detail.
• Ability to lead, develop and motivate teams.
• Strong digital literacy and computer proficiency.

Responsibilities

• Receive customers in a professional manner and provide accurate info on service needs.
• Inform Service Advisors of customer needs and record information accordingly.
• Provide excellent customer service and monitor customer contracts; call customers about delays and rebook as requested.
• Organize and manage shuttle service and maintain logs for courtesy cars.
• Handle customer complaints; ensure Service Advisors follow procedures for receiving/delivering vehicles.
• Follow up on repeat complaints with workshop to ensure resolution.
• Follow up on WIP, analyze delays and inform customers of delivery reasons.
• Liaise with call center reports and follow up with customers to resolve complaints.
• Coordinate activities between operators, service advisors and workshop for smooth operations.
• Maintain reception cleanliness, workspace, and update service boards regularly.
• Liaise with parts department on delays and provide admin support to service advisors and workshop team.
• Liaise with sales to confirm service contracts and update systems accordingly.
• Monitor test drives and manage the gate pass system.
• Manage reception drivers and car cleaners to move vehicles efficiently.
• Guide and motivate subordinates to improve performance and prepare for higher roles.

Skills

Leadership

Customer service

Team motivation

Attention to detail

Digital literacy

Communication

Education

Graduate in any discipline

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 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

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