Reception Manager

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Operations: Supervise the service work shop foremen. Assist and support the booking & information team with customer consultations. Assign jobs to the team based on the booking schedule/walk-in customers to ensure equal distribution of work. Liaise with members from concerned departments e.g. parts supervisor and workshop manager to ensure jobs are prioritized well and parts are available on time.

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Process Management: Monitor service key performance indicators (KPI’s) & teams progress on a daily basis and prepare action plans in order to maintain budget fulfilment. Review weekly customer satisfaction index (CSI) results and discuss details with the team members according to action plan. Monitor job completion reports and compare them with job cards to ensure the job cards are comprehensive with the required details prior to delivery.

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Customer Satisfaction: Ensure customers get professional and welcoming firsthand experience from start to finish. Investigate escalated customer issues and liaise with the Principals if required to resolve issues in a timely manner and meet customer service expectations.

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Team Management: Monitor reports on the team's progress on a daily basis to ensure target achievement is on track. Support the complete pending tasks, resolving issues and related to delivery delays or spare parts availability. Provide training on the job to new and existing staff members. Elaborate individual performance on a monthly basis of each team member and provide feedback accordingly.

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Compliance and Safety: Ensure compliance to manufacturer's directives and the safety rules to avoid any damage to the vehicles or to self. Promote safety rules defined for the equipment, instruments and products. Job Specific Information.

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Manager Service Reception will be closely working with Customers, department manager and service team to ensure high level of customer satisfaction and optimum utilization of workshop premises.

QUALIFICATIONS, EXPERIENCE, COMPETENCIES Qualification (e.g. Academic Qualification, Certifications, Licenses)

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Diploma in Automobile, Mechanical Engineering or equivalent.

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Bachelor's Degree is preferred.

Experience

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6 – 7 years of minimum experience in customer care within automotive work shop environment.

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2 years of minimum experience as a Manager Service Reception within a busy workshop