Service Reception Manager- JLR, Dubai
Role Overview
Lead the brand's service function and implement plans and programs to achieve service revenue, quality, and customer service targets.
Key Skills for This Role
Full Job Posting
Role overview
Lead the brand's service function and implement plans and programs to achieve service revenue, quality, and customer service targets.
Responsibilities
- Receive customers professionally and provide accurate, timely information on service needs; pass needs to Service Advisors and ensure records are accurate.
- Monitor customer contracts and ensure Service Advisors contact customers about arrival delays and rebooking requests.
- Organize shuttle service and maintain shuttle and courtesy-car logs.
- Handle complaints, follow up repeat complaints with the workshop, and ensure vehicle reception and delivery processes are followed.
- Track work in progress, analyze delays, and inform customers about delivery delays and their causes.
- Use call-center reports to follow up with customers and support complaint resolution and satisfaction.
- Coordinate operators, Service Advisors, and workshop teams to enable smooth operations.
- Maintain reception cleanliness, workspaces, updated service boards, and workshop process compliance.
- Coordinate with parts on delivery delays and support Service Advisors and workshop teams with follow-ups.
- Coordinate with sales on service contract details, update systems, and process contracts.
- Monitor test-drive vehicles and gate passes; manage reception drivers and car cleaners to move vehicles efficiently.
- Guide, motivate, and develop subordinates to improve performance and prepare for higher-level roles.
Qualifications and experience
- Graduate in any discipline.
- 3–5 years of experience in the automotive service industry.
- Ability to work under pressure and tight deadlines; high attention to detail.
- Ability to lead, develop, and motivate teams.
- Computer literate.
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