Leal & Co Ltd is actually looking for a Service Reception Manager.

DESCRIPTION

The post of Service Reception Manager, as a custodian of the Reception Area, is critical towards achieving our most vital objective of providing the best experience to our faithful and new visiting customers whilst at the same time preserving our image in terms of professionalism and dedication to excellent service.

The incumbent will be called upon to lead a team of seasoned professionals in the field of customer service delivery within the automotive field and who act as the main point of contact for our customers from the reception to the delivery of their vehicles. He/she must be a highly motivated individual who is able to demonstrate key strengths in people management, profitability, a sound understanding of the automotive industry and automobile mechanic, and in delivering excellent customer service.

RESPONSIBILITIES

• Ensure that the Reception and customer parking areas are maintained as per the established standards of the Company and our suppliers, well managed and operates smoothly so as to enable a high level of efficiency and customer satisfaction.
• Establish, promote, and maintain a unique and customer friendly welcome so as to enforce the good repute of the organization in terms of customer service excellence
• Maintain a high level of motivation and morale amongst the team members and ensure development of the staff within a clear career progression path, to achieve high level of employee satisfaction and thereby high productivity and customer satisfaction
• Establish and maintain excellent rapport with internal and external stakeholders so as to enable an effective communication flow and thus allow for rapid, concise and clear information to be provided by the team members to our customers prior to and/or during repairs on their vehicles
• Ensure, at all times, that the reception is adequately manned and equipped to respond effectively to the flow of vehicles being booked on a daily basis and liaise with relevant stake holders to ascertain that bookings are optimized in such a way that customer service delivery is never adversely impacted
• Master all standard operating procedures applicable to the Service Reception tasks and processes and ensure that all team members are trained and adhere to them strictly. Whenever so required in the ultimate interest of customer satisfaction and based on sound judgment, work closely with and support the team members on minor deviations from existing procedures whilst ensuring that such deviations are properly communicated to the Management and corrective measures are taken thereafter as deemed appropriate.
• Review existing and put in place new operational standards, procedures, and processes with the aim to positively influence customer satisfaction as well as to ensure financial profitability
• Assess the skills and technical knowledge need of the team members and ensure that they are provided with the necessary training to achieve a high level of Customer Satisfaction, retention and business development
• Handle and/or support the team members in handling customers by displaying a high degree of empathy, appeasing them in case of frustration, forging strong and lasting relationships based on mutual respect, inspiring confidence and trustworthiness in our endeavor to provide them with a professional and outstanding experience
• Make optimum use of technological tools available to ensure operational effectiveness and improved customer satisfaction and bring forward strong arguments, where applicable and in the appropriate forum, to have improved or additional systems that can enhance our capacity to deliver an outstanding customer service

ESSENTIAL CRITERIA

• At least a Diploma in Customer services, Management and/or  or any other related field
• At least 5 years of proven past experience at Management level in customer service delivery or a similar environment
• Proven ability to manage a team within a challenging environment, and remain calm, courteous and attentive in times of pressure,
• Demonstrate a solution driven approach with the capacity to analyse complex issues involving many stakeholders and come up with a fast and efficient solution for the customer
• A sound understanding of IT systems including experience working on a DMS and/or CRM.
• Possess an open mind and adopt a hands on approach.
• Ability to work as part of a team and possess the determination to succeed in a challenging motor trade environment.
• Strong Communication skills in both French and English

DESIRABLE CRITERIA

• Academic/vocational qualification in automobile mechanic and previous experience within the Automotive industry, preferably within the after sales services, will constitute a definite advantage