Requirements
Bachelor's degree in automotive/mechanical/mechatronics or any related field. Minimum 2 years of experience in an operational service industry involving high customer expectations. Excellent communication, interpersonal, and problem-solving skills. Ability to handle technical queries and complicated customer complaints professionally. Proficiency in using service management software and tools. Excellent organizational skills and attention to detail. Ability to upsell services and products effectively.
Description
Objective: Manage customer interactions at the service reception area by identifying customer needs, providing accurate technical guidance, and coordinating with the technical team to ensure timely and efficient service delivery. The role is also responsible for handling difficult conversations, resolving complex customer complaints professionally, and upselling relevant service and parts products/services, contributing to a positive customer experience.Key Responsibilities:1- Service ReceptionHandle customer escalations and complicated technical issues, coordinating with workshop team members to ensure effective service delivery.Perform visual inspections and quick tests to estimate the extent of damage, ensuring pre-diagnosis and vehicle inspections meet quality standards.Use specified checklists during service reception to document and verify proper performance of individual work steps.Actively provide service products, present current service offers, and offer additional services (e.g., vehicle care, pickup & drop-off service).Coordinate the scope of repair and maintenance services with customers, obtaining their approval.Arrange for external work when necessary and coordinate pickup time, date, method, and location with customers.2- Work preparation, Repair and maintenance Participate in pre-meetings with the Workshop Foreman and Customer Contact Specialist to discuss current and next day's workload.Explain and hand over workshop orders to Maintenance Technicians or Certified Diagnosis Technicians.Monitor repair status and clarify additional repair services or timeline updates with customers and the service department.3- Order completion & Vehicle handover Inspect work scope and performance, document test results, and authorize repairs for any faults.Provide transparent documentation for customers of all work completed and required parts.Document current vehicle data (e.g., legally required inspections, due dates for mandatory vehicle inspections).Ensure timely vehicle handover and final coordination with customers.Trigger the invoicing process after repair and maintenance are completed.Accompany customers back to their vehicles and thank them for their business. Educational Qualifications:Bachelor's degree in automotive/mechanical/mechatronics or any related field.Recommended Experience:Minimum 2 years of experience in an operational service industry involving high customer expectations.Skills and Competencies:Excellent communication skills, interpersonal and problem-solving skills.Ability to handle technical queries and complicated customer complaints professionally.Proficiency in using service management software and tools.Excellent organizational skills and attention to detail.Ability to upsell services and products effectively.Job Remarks:Preferred Language: English, ArabicJob Country: KuwaitDuty Shift / Timings: One Shift / 08:00 AM to 05:00 PM