Service Reception Manager
2 weeks ago
**Job Purpose**:
To lead the Bodyshop Service Reception function for all brands/franchise owned by the company, develop and implement plans and programs 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 logbooks 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 team to confirm details on service contracts, update the same in the system and process.
- Coordinate with Insurance companies and facilitate evaluation of accident repairs and estimation.
- Guide and motivate subordinates to enhance performance and produce quality work and ensure that they are continuously developed for higher level roles.
**Qualifications & Experience**:
- Graduate in any discipline
- Diploma in Automotive/Mechanical Engineering is a plus
- 3-5 years experience in similar role within automotive industry
- Must be familiar with Bodyshop process
- 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
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