Job Description

Job Purpose: To lead the Bodyshop Service Reception function for all brands/franchise owned by the company, develop and implement plans and programs 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 logbooks 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 team to confirm details on service contracts, update the same in the system and process. Coordinate with Insurance companies and facilitate evaluation of accident repairs and estimation. Guide and motivate subordinates to enhance performance and produce quality work and ensure that they are continuously developed for higher level roles. Qualifications & Experience: Graduate in any discipline Diploma in Automotive/Mechanical Engineering is a plus 3-5 years experience in similar role within automotive industry Must be familiar with Bodyshop process 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 Schedule: Shift: