Service Supervisor

Role Description

Key Tasks

• Supervise and support Service Advisors and reception staff in daily operations.
• Building relationships and trust with customers.
• Support service advisors and receptionist for operational and customer related needs.
• Identifying customer needs and confidently recommending and demonstrating appropriate products to suit their requests and requirements.
• Perform job as a service advisor, ensuring highest level of customer satisfaction.
• Ensure all paperwork is arranged and recorded correctly, any communication to the customer is clear and fully explained to enable detailed understanding.
• Creating open dialogue with the reception and workshop team relating to work in progress.
• Answering and advising customer questions when required, relating to their repairs/service and discussing with reception and workshop team when necessary to ensure the best solution is always offered to the customer.
• Keeping in contact with customers, updating their vehicle status regularly, should there be any changes, whilst under diagnosis, awaiting parts, parts arrived, being cleaned, completed, awaiting collection etc.
• Ensure service advisors and reception staff follows their roles and responsibility.
• Ensure service advisors informing customers about potential cost savings and warranty offerings, which could ensure we retain the customer via a service contract or extended warranty policy etc.
• Monitor service advisors offering value added service to customers, ensuring the highest level of customer satisfaction.
• Monitor staff attendance, discipline, appearance, and customer handling
• Responsible and act as Reception Manager whenever required during absence or operational needs.
• Listening to customers’ needs, pacifying, and handling their expectations and complaints professionally and efficiently, in line with the company and manufacturers’ policies, escalating to management as and when required.
• Demonstrate and maintain product/service knowledge, product trends and promotions.
• Comply with all company policies and procedures including OEM policy and procedures, security, health, safety, quality and environmental policies.
• Adhere to UAE governmental regulations.

Knowledge, Qualifications & Skills required

• Minimum of 2 years’ proven experience in a customer facing role
• Disciplined time management
• Logical thinker with solid problem-solving attributes
• Able to work under pressure
• Skilled administrative abilities inc. computer competency
• High level of customer handling, customer service, social and communication skills
• Capable to manage multiple responsibilities simultaneously (multi-task)
• Competent to understand and follow specified policy and procedures
• Excellent in verbal and written English communication
• Working level verbal Arabic communication
• Bachelor/Diploma of Engineering
• Understanding of vehicle and aftersales processes
• A strong understanding of automotive technology and the automotive industry
• Familiarity of automotive DMS systems
• Relevant training and/or certifications
• Excellent in verbal and written Arabic communication
• Pay: AED3,173.83 - AED14,355.71 per month