Service Reception Manager - Abu Dhabi (Arabic Speaker)

Job Purpose:

As the Service Manager, your role is to lead the service function for the brand, develop and implement plans and programs to achieve service targets in terms of revenue, quality, and effective customer service.

Roles & Responsibilities:

1. Receive customers professionally, providing accurate and timely information on their service needs.
2. Inform Service Advisors accurately of customer needs and record information accordingly.
3. Provide excellent customer service and monitor customer contracts, ensuring Service Advisors call customers to inquire about arrival delays and rebook services if requested.
4. Organize and manage the shuttle service, maintaining an accurate log, and managing log books for courtesy cars.
5. Handle customer complaints effectively, addressing issues patiently, and discussing them with Service Advisors.
6. Ensure Service Advisors follow the process for receiving/delivering vehicles.
7. Follow up on repeat complaints with the workshop to ensure effective resolution.
8. Follow up on work in progress (WIP), analyze delays, and communicate reasons for delays in delivery to customers.
9. Liaise with the call center, follow up with customers to ensure complaint resolution and satisfaction.
10. Coordinate activities and information between operators, Service Advisors, and the workshop for smooth operations.
11. Maintain cleanliness standards for the reception area, manage the workspace, ensure service boards are updated regularly, and adhere to workshop processes.
12. Liaise with the parts department on delivery delays and provide administrative support to Service Advisors and the workshop team for follow-up matters.
13. Liaise with sales to confirm details on service contracts, update the system accordingly, and process accordingly.
14. Monitor cars taken out for test drives and manage the gate pass system.
15. Manage reception drivers and car cleaners to ensure vehicles are efficiently moved in the reception area.
16. Guide and motivate subordinates to enhance performance and produce quality work, continuously developing them for higher-level roles.

Qualifications & Experience:

- Native Arabic speaker.
- Graduate in any discipline.
- 3-5 years of experience in a similar role within the automotive industry.
- Ability to work under pressure and tight deadlines.
- High attention to detail.
- Ability to lead, develop, and motivate teams.
- Computer literate; knowledge of Autoline is an advantage.