Service Reception Head

4 days ago

Quezon City, National Capital Region, Philippines Auto Global, Inc. Full time $60,000 - $80,000 per year

Job Title: Service Reception Head

Department: Service

Reports To: Service Manager

Location: Balintawak, Quezon City

Job Type: Full-time


Job Summary:

The Service Reception Head oversees the front-line operations of the service reception area, ensuring a smooth, professional, and efficient experience for customers. This role is responsible for managing the service advisors and reception team, streamlining service intake processes, maintaining high levels of customer satisfaction, and coordinating with service and workshop teams to ensure timely and accurate service delivery.


Key Responsibilities:

Customer Service & Experience

  • Ensure all customers are greeted professionally and promptly upon arrival.
  • Monitor and improve customer service practices across the reception team.
  • Handle escalated customer concerns and complaints effectively.
  • Ensure service advisors communicate clearly about service needs, costs, and timelines.

Team Leadership & Supervision

  • Supervise, train, and evaluate service reception staff and service advisors.
  • Schedule shifts, manage daily activities, and ensure coverage during business hours.
  • Conduct performance reviews and offer continuous development and training opportunities.

Process Management

  • Oversee vehicle check-in/check-out procedures to ensure accuracy and efficiency.
  • Ensure correct documentation and service records are maintained.
  • Coordinate with workshop and parts departments for job tracking and updates.
  • Monitor appointment scheduling, walk-ins, and capacity planning.

Customer Retention & Satisfaction

  • Drive customer satisfaction initiatives (e.g., CSI/NPS improvements).
  • Follow up on completed services to ensure customer satisfaction.
  • Analyze customer feedback and implement improvements.

Reporting & Compliance

  • Generate daily/weekly/monthly reports on service reception performance.
  • Ensure adherence to company policies, safety standards, and data protection laws.
  • Monitor KPIs like reception efficiency, customer wait time, and first-time fix rate.

Qualifications:

Education:

  • Diploma or Bachelor's degree in Business Administration, Automotive Technology, or related field.

Experience:

  • 5+ years of experience in a service advisor/reception role, with 2+ years in a supervisory or managerial position (preferably in automotive or service industry).

Skills:

  • Strong leadership and team management skills.
  • Excellent communication and interpersonal abilities.
  • Customer-focused with a problem-solving mindset.
  • Proficient in service management software (CRM systems).
  • Organizational and time-management skills.

Working Conditions:

  • Fast-paced service environment
  • Regular interaction with customers and technical staff
  • Monday to Saturday work schedule
  • 8:30am to 5:30pm working hours.

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