Posted
Ref: HP324-867
Job description / Role
Job Purpose:
To lead the service function for the brand, develop and implement plans and programmes to achieve service targets in terms of revenue, quality and effective customer service.
Roles & 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, analyse delays and intimate the customer on reasons for delays in delivery.
- Liaison with call centre 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 workspace, 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
Requirements
Qualifications & Experience:
- Must be a native Arabic speaker
- Graduate in any discipline
- 3-5 years experience in similar role within automotive industry
- Ability to deal with/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
About the Company
Established in 1979, Al Tayer Group is a privately-held, diversified company with operations in 12 countries in the Middle East and beyond. With over 7,800 employees from 95 different nationalities, the Group has its headquarters in Dubai, UAE.
Al Tayer Group operates leading, quality-focused businesses in automobile sales and service, luxury and lifestyle retail, perfumes and cosmetics distribution, engineering as well as interiors contracting. The Groups portfolio includes several of the worlds leading brands such as Armani, Bvlgari, Banana Republic, Ford, Ferrari, Gucci, Gap, Harvey Nichols and Maserati. The Group operates over 180 stores across multiple markets in the Middle East. In addition, Al Tayer Group has investments in commercial real estate, contracting, supply chain management, precision tools manufacturing and travel agency services.