Automotive Service Center Reception Manager

Responsibilities

Manage and supervise the reception team including service advisors, customer coordinators, and cashiers. Ensure customers are welcomed, attended to promptly, and provided with clear information regarding service and repair processes. Oversee job booking, scheduling, and proper allocation of work orders. Monitor the accuracy and completeness of job cards, repair orders, and customer records. Resolve escalated customer concerns and complaints professionally. Maintain effective communication between customers, service advisors, and workshop staff. Ensure the reception area reflects a professional image and supports customer comfort. Train and coach reception staff on customer handling, upselling service packages, and technical understanding. Monitor KPIs related to customer satisfaction, job card accuracy, upselling performance, and reception efficiency. Support the Service Manager in implementing service processes, campaigns, and customer retention strategies. Ensure compliance with company policies, health & safety, and brand standards. Qualifications

Bachelor’s degree / diploma in Business Administration, Automotive Management, or a related field. Minimum 5–7 years of experience in automotive aftersales / service, with at least 2 years in a supervisory role. Strong knowledge of automotive service operations, customer service, and reception management. Excellent leadership and team management skills. Strong communication, interpersonal, and conflict-resolution skills. Ability to manage workload in a fast-paced, customer-facing environment. Proficiency in DMS (Dealer Management Systems) and MS Office applications. Customer-centric mindset with sales / upselling orientation.

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