Responsibilities

1.Operations:

•Establish and maintain professional relationships with customers to ensure retention.

•Ensure that Service Advisors listen to customers and record their requests, complaints and service expectations accurately and clearly on the repair order; ensure accurate cost and time estimates are given to customers taking their schedules and convenience into account.

•Ensure the customer complaints are handled tactfully and promptly by Service Advisors with genuine concern as per dealership guidelines.

•Monitor and check progress of repair jobs with technicians and inform the customers in case of any additional problems that could result in any service cost or time overruns and also explain customer recommendations to support case for additional servicing.

•Ensure customer is informed upon the arrival of specialty parts order.

•Ensure regular and error-free maintenance of customer database.

•Ensure Service Advisors alert customers on service due for their vehicles in a proactive manner

•Approve additional service work cost estimates provided by Service Advisors to customers, after discussing the same with concerned Team Leaders

•Handle all customer complaints escalated by Service Advisors and assist them in resolving problems and maintaining high customer satisfaction standards.

•Monitor Service Advisor performance and help them provide high standards to customer.

•Accompany tester on road tests where required to ensure customer problems have been effectively resolved

•Monitor CSI scores analyzing areas of customer dissatisfaction with respect to all Reception operations and taking correction action where required.

•Ensure that 24-hour roadside assistance is efficiently delivered for clients such as the VIP Channels and provide roadside maintenance services.

•Provide replacement cars to key customers where required; monitor and report their usage to the Service Manager.

•Ensure proper housekeeping of customer vehicle and waiting area.

•Comply with Quality Standards and Health & Safety procedures.

2.People Management

•Appraise the performance of reception team and provide feedback to the Service Manager

•Identify training needs for all reception team and nominate the staff on trainings.

•Maintain and promote staff motivation.

•Carry out performance appraisals as per company policies and procedures.

•Make requisite attempts to handle all grievances raised by subordinates in a prompt and effective manner and escalate such matters to own superior if required.

Skills

Job Requirements

Educational Qualifications

Education Degree

: Bachelor

Major

: Any

Experience

Years of Experience

: 3 - 5  Years

Field of Experience

: Service operations, customer service

Skills

•Leadership and teamwork, problem-solving and decision making skills.

•Literacy with computer and software applications.

•Technical knowledge of automotive parts and systems.

•Strong leadership skills.

•Proficient with customer service and communication.