Service Coordinator (UAE National only)
Skills
About This Role
Job Purpose
Responsible for managing turnaround time (TAT) in attending to customer requests and ensuring timely return of vehicles.
Also responsible for providing proper product knowledge and continuous training to drivers on a regular basis.
Job Responsibilities
- Ensure all service bookings are attended to at the agreed time, coordinating with customers, arranging drivers, and providing replacement vehicles where required.
- Manage the opening and closing of all vehicle transactions for repair, service, or accidents, including transfers to workshops or external agencies as required.
- Organise and conduct regular training sessions to improve driver productivity.
- Provide ongoing product knowledge and training to all drivers.
- Visit customers regularly to build and maintain strong relationships.
- Attend breakdowns by providing a replacement vehicle within 2 hours in Dubai and within agreed timelines in other Emirates, depending on distance.
- Coordinate with the workshop regarding customers’ vehicles and provide timely updates.
- Ensure all vehicles are returned to customers promptly once ready from the workshop.
- Maintain high vehicle quality standards in line with SHIFT requirements.
- Receive vehicles from the car wash and ensure NRT closure.
- Update fuel invoice supporting documents on a daily basis.
- Respond to all phone calls promptly and provide necessary support.
- Ensure all internal and external emails are responded to within 2 hours.
- Assign jobs to drivers efficiently to maximise productivity.
- Review and approve driver overtime based on distance and location.
- Transfer ageing and high-mileage vehicles to sales on a regular basis.
- Ensure daily fleet reconciliation and resolve any variances on the same day.
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