Service Reception Manager
Altayer Group
Total years of experience :23 years, 7 Months
• Follow up on WIP, analyze delays and intimate the customer on reasons for delays in delivery.
• Maintain cleanliness standards for the reception area, manage the work space, ensure the service boards are regularly updated and adhere to the workshop processes.
• Liaison with sales to confirm details on service contracts, update the same in the system and process accordingly.
• Monitor the cars taken out for test drives, manage the gate pass system and ensure timely ordering of workshop stationary.
• Manage reception drivers and car cleaners to ensure vehicles are moved efficiently in the reception area.
• Receive and greet customers cheerfully, check the labor hours available and book the customer accordingly. Discuss servicing/repair needs, accurately record the same and intimate the concerned service advisor while putting the customer's name on the service board/repair order.
• Ensure that the customers are never left unattended, Assist customers and direct them to the assigned service advisor while indicating customer arrival on the service board. Ensure service advisors call the customers to inquire on arrivals delay and re-book the service if requested
• Organize and manage the shuttle service and accurately maintain the log of the service . Maintain log books of the courtesy cars
• Effectively handle customer complaints, patiently address issues and discuss the same with service advisors. Ensure service advisor following the receiving/ delivering process without fail
• Follow up on the repeat complaints with the WS to ensure the problem is effectively resolved
• Follow up on WIP, analyze delay and intimate the customer on reasons for delays in delivery.
• Liaison with call center reports and follow up with those customers to ensure resolution of complaints and customer satisfaction
• Effectively coordinate activities and information between the operators and service advisors and workshop to enable smooth workshop operation
• Maintain cleanliness standards for the reception area, mange the work space, ensure that the service board are regularly updated and adhere to workshop process.
• Liaison with parts department on delivery delays and provides administrative support to the service advisor and workshop team for follow up matters.
• Liaison with sales team to confirm details on service contracts, update the same in the system and process accordingly.
• Monitor the cars taken out for test drive, mange the gate pass system and ensure timely ordering of workshop stationary
• Guide and motivate subordinates to enable them to maintain high degree of operational efficiency at all time.
• Mange reception drivers and car cleaners to ensure vehicles are moved efficiently in the reception area.
Ensure quality and consistency in the following the laid down process for attending customer at the point of receiving them and during the time customer’s vehicle is with us.
Ensure Work In Progress report (R17) of each Service Advisor has the status of each vehicle up to date and all customers whose vehicles have remained with us overnight have been called and have been updated with the status of their vehicles every day.
Ensure that each Service Advisor has returned calls to the calling customers in a timely manner and ensure each Service Advisor has followed up with Customers 48 hours after delivery of vehicles.
Ensure each Service Advisor follows the laid down disciplines for each of the customer visits. All
other Standard Operating Processes and work standards as laid down by the management are
followed for each customer attended.
Receive and greet customers, understand their vehicle concerns and advice the service and repair needs
Write the instructions for technician using RTS for the routine jobs and exact description of symptoms for other concerns describe by customers. Assign the jobs to technicians using (CRM)
Keep regular contact with customers to keep them abreast of the progress on their vehicles, At least once a day phone contact, using kerridge CRM and updating the contacts record
Inform the customer when vehicle is ready. As much as possible the job details and costs should be informed on the phone, deliver the vehicle on customer arrival with full details of what jobs have been done.
Establish healthy and profitable relationship by proactively communicating and following up with the existing as well as prospective customer on performance of their cars and if they required any service attention so as consolidate and enhances the customer base
All come back jobs should be immediately escalated to Service Supervisor / Service Manager. Specific stamp should be applied on the repair order and flag raised using Kerridge (CRM), any come back job should not be delivered unless the repair order is signed by Service Manager
Supervise and coordinates activities of workers engaged in customer service activities.
Plans, prepares, and devices work schedules according to budget and work load.
Observes and evaluates workers 'performance.
Train and instructs employees.
Communicates with other departments to resolve problems and expected work.
Interprets and communicates work procedures and company policies to staff.
Helps workers in resolving problems and completing work
Resolve complaints and answers questions of customers regarding service and procedures.
Make recommendations to management concerning staff an improvement of the procedure.
Plans and develops improved procedures.
Requisitions or purchase supplies.
Ensure Operation execution meets company standards and customer expectation
Co-ordinate with the telemarketing implementation at the call center level .call center manager to be informed as required telemarketing activities0
Ensure security Of company assets under his direct management through effective controls and audits
Evaluate team member performance and develop action plans to improve weaknesses
To make sure that we deliver a good customer service
Motivate team members through recognition of their performance this should be demonstrated through formal and informal process .
Plan and make effective use of time effectively (daily, weekly, and monthly planner)
Handles customers inquires on the telephone providing the right and full information according to the Call Center guidelines.
Resolves customers' complaints and problems, within boundaries of authority, distribute issues for further escalation to appropriate persons/teams.
Takes customers orders and creates opportunities for up selling and cross selling.
Effectively interprets the needs of the customers, maintain and enhance standards of quality for the service offered.
Building a customer relationship/partnership, which add value to the customer, leading to a long-term profitable relationship
Shows a broad knowledge of products and services and their competitive advantages.
Follows the appropriate guidelines and procedures for any given situations.
Participated in an outbound campaign for Telecom Egypt concerning Internet usage for the company clients.
Participated in the training department as(co-trainer)
Responsible of Organize all kinds of trips such like .canyon, safaris, diving…etc.
Making rooming list for each hotel to provide the suited transportation for each trip.
Notify the company about any group member cancellations and/or additions.
Ensure that group members are submitting (deposits, information forms, etc)
Reporting to operation manager and planning for better performance.
Resolve guest’s complaints within the trips to reach satisfaction of the guests.
Resolve guest’s complaints within the trips to reach guest’s satisfaction.
Deputies for the Manager and Assistant Manager in their absence.
Responsible for the cleanliness of all areas of The Restaurant including the kitchen, dining room, And outside areas.
Ensure that all food and drink is prepared and Served to the expected standards of the Restaurant.
Ensure that staff is efficient, prompt and are of a Suitable standard of appearance, making sure them.
Reach the expectations of the restaurant Management and its customers.
Practice good housekeeping to keep wastage to a Minimum.
Help to create a spirit in the staff to provide the quality of service asked from them.
Confirm all Restaurant deliveries are correct and Complete stock sheets at the request of the Manager.
Ensure that cash handling is dealt with appropriately and in line with Restaurant Procedures.