Booking Officer

1 month ago


Abu Dhabi, United Arab Emirates Al Fahim Group Full time

Emirates Motor Company
As the flagship company of ALFAHIM Group, Emirates Motor Company (EMC) - Mercedes-Benz General Authorized Distributor in the Emirate of Abu Dhabi since 1962, symbolises the phenomenal growth and success the group has achieved.

In true Mercedes-Benz tradition, EMC continuously strives for customer satisfaction and excellence. EMC markets, distributes and services Mercedes-Benz vehicles, from luxury saloons to the largest trucks providing quality service by certified experts. Combining the finest sales and marketing skills with state-of-the-art facilities, EMC guarantees what the Mercedes-Benz name stands for, namely the highest level of customer satisfaction. EMC markets, distributes and services all Mercedes-Benz vehicles, from luxury saloons to the largest trucks, and provides Mercedes-Benz qualified service with high and consistent availability of genuine parts. Innovative customer-oriented marketing programs, designed to provide comprehensive support to its loyal clientele, remain EMC's primary focus.

Operations in Abu Dhabi are carried out from purpose-built premises with a well-integrated network of showrooms, offices, part depots and workshops in Abu Dhabi city, Al Ain and Madinat Zayed in the Western Region. EMC serves a premium client segment; including dignitaries, the UAE government, oil companies and the business community.

Moreover, EMC is constantly involved in community-driven activities from social and charitable to environmental.

**Job Description**:
**JOB PURPOSE**:
First point of contact for customer at the facility to provide service booking at the initial stage of Aftersales service front office. Ensure smooth functioning of the vehicle booking process providing high level of customer satisfaction.

**Key Accountabilities**:

- **Booking**:Attend to walk-in customers to log vehicle bookings, queries and complaints related to service and repairs. Prepare relevant documentation to ensure the vehicle booking ensuring service information is recorded appropriately. Create ‘Work in Progress’ (WIP) and filling out basic vehicle information on a pre-diagnosis sheet to assist the workshop technician in making a preliminary report.
- **CRM Database**:Update CRM Database with new customer entries and Work in Progress (WIP) details for existing customers during consultation.
- **Follow up**:Prepare reports specific to service advisors. Do follow ups with service advisors and customers on behalf of service advisors to track the status of vehicles for the customer.
- **Handover**: As and when required on behalf of service advisors prepare customer vehicles for active handover. Coordinate with service advisor and technical team on handover date and time, advise the customer accordingly. Print vehicle gate pass and handover documentations.

**Qualification**:

- Diploma in business administration, customer service or equivalent.

**Experience**:

- 4 years of minimum experience; out of which 2 years should be in customer service within Automotive Aftersales.
- Very good command of written & spoken English.
- Arabic language is preferred

**Job Types**: Full-time, Permanent

Ability to commute/relocate:

- Abu Dhabi: Reliably commute or planning to relocate before starting work (required)

Application Question(s):

- Tell me the worst customer service you have experienced as a customer, in your life. What made it a bad experience for you? What did you do?
- The location will be in Mussafah. Working days are 5 days a week. Are you OK to work with this work details?

**Experience**:

- receptionist/customer service: 2 years (required)

**Language**:

- Arabic (preferred)


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