MANAGER - SERVICE
SBG
Total years of experience :13 years, 9 Months
MANAGER - SERVICE - LEXUS, TOYOTA & DAIHATSU, Saud Bahwan Automotive LLC - Oman
• Oversees the operations of Service, Repair & Body shop and ensure it is run efficiently.
• Achieve after sales turnover and operating profit.
• Manage a front reception office operation for a multi-franchise with responsibilities for managing Customers' Feedback Management system for After-sales operations.
• Overseeing all front line staff with focus on strengthening resources and processes to improve customer satisfaction level on continuing basis (Customer Service Index /Customer Viewpoint).
• Improving service turnover from implementation of After sales marketing & promotional activities e.g. Service packages, Accessories sales, car care/grooming, etc;
• Strengthening a positive customer image through continuous effort in: Managing all customer feedback ensuring every case is resolved and closed.
• Attaining high degree of Service Follow-up Call.
• Managing Service Recovery / Breakdown assistance.
• Application of Warranty.
• Phone skills handling management.
• Manage shop capacity in close coordination with Workshop.
• Ensure the compliance of Internal Audit action plan.