Job Purpose:
To lead the service function for the brand, develop and implement plans and programmes in order to achieve service targets in terms of revenue, quality and effective customer service
- 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, analyze delays and intimate the customer on reasons for delays in delivery.
- Liaison with call center 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 work space, 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
- Graduate in any discipline
- 3-5 years experience in the automotive service industry
- Proven ability to perform in a fast-paced environment while managing tight deadlines
- High attention to detail
- Ability to lead, develop and motivate teams.
- Strong digital literacy and computer proficiency
