Job PurposeTo coordinate with the insurance company representative to provide a detailed damage report and estimation of cost and duration of repair work. To be the customer champion and deliver exceptional customer service as the face of Al Nabooda Automobiles, by exceeding customer expectations in balance with commercial requirements. To provide the customer interface with the workshop, ensuring the communication flow is accurate and timely. To up-sell additional services and product to customers increasing the profitability of the service centre.AccountabilitiesCustomer Focus1. Take details of vehicle, check the police report and document all damage, coordinate with technicians to produce a detailed report, in order to provide an accurate estimate to send to insurance company.2. Pro-actively communicate with customer, to ensure they understand all work required, the timescales involved and deal with any concerns or complaints.3. Coordinate with the insurance inspectors once LPO is issued repair can proceed.Business Development4. Up-sell additional services and products to customers to increase profitability of the body shop.Operational5. Plan all jobs effectively to optimise body shop utilisation, coordinate with the parts department to understand when parts will be available to complete work, offer additional services to customers when body shop not working to capacity.6. Open job cards, coordinate with supervisors from the body shop ensuring that information is accurate and any special requirements are identified.7. Develop an effective working relationship with all insurance representatives to aid in the speedy resolution of claims, delivering customer service.8. Observe all guidelines, instructions and conditions laid down by the law, the authorities and the manufacturer with regard to customer advice.9. Attend regular staff meetings, using them as a basis for the communication of any ideas for improvement in processes, cost savings and revenue increases.Personal Development10. Maintain and develop own skills and technical knowledge, through a development plan agreed with the line manager.11. Arrange a meeting with your line manager in accordance with the annual appraisal.Key Performance Indicators\xc2\xb7 Customer satisfaction index\xc2\xb7 Insurance acceptance of estimation quotes\xc2\xb7 Optimum utilisation of workshopEducation/Qualification, Skills, Competencies and ExperienceIdentify the recruitment specifications needed to perform this job at fully-acceptable levela. Education/Qualification\xc2\xb7 Diploma or Bachelors Degree from University\xc2\xb7 Automotive Diploma \xe2\x80\x93 Desirable\xc2\xb7 Manufacturer Training \xe2\x80\x93 Desirableb. Experience (experience required for the job)\xc2\xb7 Previous Service Advisor Experience within a body shop\xc2\xb7 1 year workshop experience with a European Car Brand \xe2\x80\x93 Desirable\xc2\xb7 Customer Service experience\xc2\xb7 Estimator experience \xe2\x80\x93 desirablec. Skills (general job knowledge & skills)\xc2\xb7 Customer Focus \xe2\x80\x93 Empathy\xc2\xb7 Problem solving\xc2\xb7 Planning and Organising\xc2\xb7 Excellent verbal and written communication\xc2\xb7 Technical knowledge\xc2\xb7 Computer literacyd. Competencies (general behavioural attributes) and LevelsCore\xc2\xb7 Achievement Drive \xe2\x80\x93 3\xc2\xb7 Communication \xe2\x80\x93 3\xc2\xb7 Customer Focus \xe2\x80\x93 4\xc2\xb7 Organisational Commitment \xe2\x80\x93 3\xc2\xb7 Quality Orientation and Accuracy \xe2\x80\x93 3\xc2\xb7 Team Working \xe2\x80\x93 3Job Specific\xc2\xb7 Building Relationships \xe2\x80\x93 3\xc2\xb7 Commercial Relationship \xe2\x80\x93 3\xc2\xb7 Flexibility \xe2\x80\x93 3\xc2\xb7 Influencing \xe2\x80\x93 3\xc2\xb7 Professional knowledge \xe2\x80\x93 3Job DimensionsLocation:\xc2\xb7 Body Shop \xe2\x80\x93 DIC, DubaiRelationships:Internal\xc2\xb7 Body shop Manager\xc2\xb7 Parts Department\xc2\xb7 Body shop team leaderExternal\xc2\xb7 Customers\xc2\xb7 Insurance Companies

Al Nabooda Automobiles