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UAE National -Reception Manager |Toyota Retail Aftersales | Sharjah

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Date: 16-Apr-2019

Location: Sharjah, AE

Company: Al Futtaim Private Company LLC

Job Requisition ID: [[25114]] 

No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.

 

As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.

 

Come join us to live well, work better, and be the best.

 

1. JOB PURPOSE:

 

Create a customer centric environment that is geared at supporting customer facing and technical staff by ensuring that our customers vehicles are Fix Right the First Time and support the on time delivery of vehicles based on customer requests.  Provide a customer facing environment that is geared to supporting our customer service values and cultivate a culture of continual improvement.

 

2. KEY ACCOUNTABILITIES:

Specify the output required from the job. Identify not more than 7 Key Accountabilities & their performance indicators. NB-Focus on outcomes not tasks

 

  • Ensure that all Reception Hosts and Service Advisors provide a “Customer Centric” environment that is geared to the highest level of customer satisfaction and promotes our Customer Service Values.
  • Ensure the accurate flow of customer, vehicle information to ensure the vehicles are Fixed Right First time and delivered based on the customer promised delivery time.
  • Reception  Managers to make sure that all reporting staff demonstrate a high level of sifting, sorting, sweeping, spick n’ span and safety that promotes a customer centric environment.
  • Reception  Managers to ensure the on-going monitoring of all support staff and evaluates the schedule, timing and attendance of all staff on a daily basis.
  • Ensure that the team reaches the financial targets  and key performance indicators as set out by the company

 

3. JOB CONTEXT:

 

Define organizational policy and other factors that have a critical impact on the job

 

Provide an environment for the managing and supervising staff to provide excellent levels of customer service.

 

·       Ensure that all staff are friendly and wear’s all name badges

·       Conduct daily feedback and operational meetings to review daily expectation and deliverables

·       Answer phones in the most professional and efficient way.

·       Provide a daily tracking of performance and review daily.

·       Ensure smooth transition between staff shift changes

·       Ensure contingency plans are in place for staff that are sick, on leave or staff attending training.

·       Ensure that all staff that are recruited are of the highest level and represent a customer centric approach.

·       Ensure that each and every staff member has a clear job description and objectives and are aware of all disciplinary and grievance procedure

·       Motivate and encourage team to participate in employee and customer engagement  and kaizen forums

·      Provide training calendars and enrol all staff of training relevant to their job duty and responsibility

·      Conduct quarterly performance management for all staff

·      Ensure that all new staff participate in an induction program and aware of company policies

·       The work environment must be clean and safe for all staff

·       Provide a clean and professional waiting area for customers

·       Provide a visual control tool to  monitor work loading and the efficient management thereof

·       Ensure that the frontline communicates with the production environment to avoid any delays and cost disputes.

·       Ensure that all vehicles are delivery on the promised time.

·       Assist customers during the service process and avoid any customer being unattended.

 

4. QUALIFICATIONS, EXPERIENCE, & SKILLS:

 

Minimum Qualifications and Knowledge

 

Diploma or Degree in Mechanical Engineering

Diploma or Degree in Hospitality Industry

 

Minimum Experience:    

 

5 Years Customer Care

Ø  Greater than 5 years’ Service Supervisor / Service Support Manager experience

Ø  Greater than 3 years Customer facing role in automotive.

                           

Job-Specific Skills: 

Microsoft Proficient (MS Project, PowerPoint, Visio Excel and Word)

Excellent Verbal and Analytical Skills required

 

Behavioural Competencies : 

 

Analytical

Focussed

Task Orientated

Communication

Teamwork

 

 

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

 

Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

 

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.