Core Identity and Role
Position Overview:
A customer service and aftersales leadership role managing front desk operations and service advisor teams.
Operational Focus:
Ensures smooth service operations, customer satisfaction, and efficient vehicle servicing processes.
Work Environment:
Customer-facing automotive aftersales environment with responsibility for daily service coordination.
Stakeholder Interaction:
Works closely with customers, service advisors, workshop teams, and aftersales departments.
Key Technical Functions
Front Desk & Service Operations: Manage service bookings, vehicle intake, job coordination, and customer handovers.
Customer Experience Management: Handle customer feedback, complaints, and escalations to maintain high satisfaction levels.
Team Leadership: Lead and supervise service advisors and front-line service teams.
Performance Monitoring: Track service KPIs including customer satisfaction, retention, and advisor producti...