JLR Certified Service Manager
Al Zayani Trading Company
Total years of experience :15 years, 10 Months
•Liaise with Service Manager to define recruitment needs and coordinate with recruitment team to attract potential candidate.
•Provide daily, weekly & monthly report to the Director such as: VHC report, jobcard status, vehicle repeated problems, warranty claims, SA performance, CSI results.
•Monitor the workshop, quick service & body shop jobcards status & follow up with service manager and spare parts manager to ensure job done on time.
•Review daily target with SA and motivate the team to create a good competition between the advisors to achieve the target.
•Ensure a structured induction plan is in place for all new employees in the line with Al Zayani standard.
•monitor the workshop performance to increase the effeciancy and productivity and reduce the idle time as much as possible.
•Carry out data management, data extraction and data analysis for CRM initiatives.
•Define, develop, and deliver a set of defined reports of gap and trend analysis as per the laid timelines.
•Ecxeed the manufacturer objectives in customer satisfaction and complete to maintain at the top 3 every month.
•Change the process of the work in order to make sure that the job is going smooth without any mistakes.
•Review CSI results and work closely with SA & Workshop to improve and enhance the score and maintain the minimum standard of manufacture, CSI has been improved from 36% to 81% from the first 3 months for the first time in Kuwait.
•Achieve individual key performance indicators "KPI's" with each member of the service team.
•Handling the Jaguar Quick Service & the Call Center Department together for 5 Months.
•Provide daily, weekly & monthly report to the Director such as: VHC report, jobcard status, vehicle repeated problems, warranty claims, SA performance, CSI results.
•Monitor the workshop, quick service & body shop jobcards status & follow up with service manager and spare parts manager to ensure job done on time.
•Review daily target with SA and motivate the team to create a good competition between the advisors to achieve the target.
•Resolved 45 complaints in the first 15 days, handling angry customers, follow up the cases from A - Z.
•Carry out data management, data extraction and data analysis for CRM initiatives.
•Define, develop, and deliver a set of defined reports of gap and trend analysis as per the laid timelines.
•Train the service advisors how to deal with customers and how to handle them face to face or through the phone.
•Change the process of the work in order to make sure that the job is going smooth without any mistakes.
•Review CSI results and work closely with SA & Workshop to improve and enhance the score and maintain the minimum standard of manufacture, CSI has been improved from 36% to 81% from the first 3 months for the first time in Kuwait.
•Help marketing by analyzing the garage data in order to select campaigns to start.
•Build a call center contain 6 call center agents for inbound & outbound activities.
•Provide department with phones, PC’s and System.
•Handling Complaints and create a shared and tracking documents between the call center and other department and Top Management.
•All inbound calls has been in an internal data with weekly analyzes for market business.
•Outbound calls have a lot of activities: service reminder, data updation, new & used cars sales calls, extended warranty, insurance, and CSI calls.
•Making daily, weekly and monthly reports for the incoming and outgoing calls, and assist the marketing for future plans and favorite target.
• Assign tasks and targets to the inbound call center agents.
• Analyze the volume of calls on a daily basis and ensure that the defined service Levels are achieved.
• Monitor and evaluate the performance of call center agents and provide them with the feedback.
• Provide on the job training to new joinees.
• Resolve escalated customer issues that are not being solved by the inbound call center agents.
• Disseminate information to the staff to ensure correct updates to the customers.
• Prepare and submit the agent performance evaluation report to the assistant manager on a weekly basis.
• Conduct job related quiz for call center agents.
• Audit calls and system workflows and submit report to manager CRM.
• Maintain HR related documents of staff.
• Maintain and monitor call center dash boards.
• Provide recommendations to manager CRM for improvement in work processes.
• Perform other related duties as requested. (disclaimer
• Work closely with the Call Centre Management to assist in delivering the long term Forecasting and Scheduling Strategy
• Working closely with Call Centre Agents to ensure communication on agent scheduled working times
• Updating Agent KPI’s on a daily/weekly basis
• Design agent roster in line with business needs.
• Constantly review current MIS processes to ensure effective Reporting and Business processes.
• Provide daily/weekly/monthly reports to Call Center Management on Call Centre MIS such as: attendance report, service level agreement report, occupancy report, payments report, and adherence and performance report.
• Any adhoc duties that may arise within Department.
• Evaluate monthly calls to ensure and enhance an outstanding service quality provided by agents.
• Evaluate and coach agents on service error.
• Follow up complaints and cases with departments.
• Make monthly quizzes to the staff to ensure that they know well the product knowledge and to train them on their weakness.
• Receives inbound and outbound calls from customers and provide full branch’s service to meet customer needs and satisfaction.
• Answers customers and non-customers inquiries and obtain full information on what services are being requested to establish business relationship.
• Promotes / Sells / Cross Sells ABK products to meet the pre-set target.
• Updates customer records / profile on the system when needed in order to maintain resourceful records of all customers for statistical, segments and other uses.
• Maintains or establishes new applications for Credit Cards, Loans, Standing Orders, Fixed Deposits and money transfers.
• Ensures Call Centre service level is met or exceeded at all times in order to attract new customers as well as serve current customers.
• Works in conjunction with Sales and Marketing to deliver the product to the customer per the contract and to maintain customer satisfaction so that all customers can serve as references.
• Consults with co-workers to research customer problems and find solutions.
• Willingness to work non-business hours shifts
• Logging of All data as part of the business process requirements
Good 2.4
Very Good