Service Reception Manager - Abu Dhabi (Arabic Speaker)

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
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