Job Profile – Front Office Manager
As a Front Office Manager, you are the professional “Manager” of the entire customer oriented service process. You ensure smooth functioning of front office and back office sections, and monitors day to day front office and back office activities. You set the standards for customer support. You see every contact with the customers as a professional challenge and take the complete ownership. You are taking the role
of facilitator for front office staff. Your key responsibilities are:
Ensuring proper recording and documentation of customer and vehicle data and providing it as and when required to the reporting authority.
Monitoring day to day front office and back office activities.
Coordinating and communicating with service hostess, service advisors and concerned colleagues of customer care and workshop department.
1. Performing the role of facilitator for front office staff.
2. Independent welcoming and addressing of customers and ensuring that they are looked after throughout their visit.
3. Liaising with workshop, customer and other concerned departments.
4. Delegating authority and responsibilities and directing subordinates.
5. Building effective team through taking an active interest in the development of subordinates through training.
6. Ensuring that all sections of front office and back office are properly staffed, supervised and operating smoothly.
7. Defining strategies and objectives for effective front office management.
8. Developing performance indicators for front office staff in coordination with management and customer department.
9. Develop a professional and sustainable complaint process as well as the interfaces, in the interest of the best possible customer support.
10. Conduct customer complaint conversations in special cases.
11· Planning customer visits for dis-satisfied customers as well as for different types of service campaigns.
Qualification & Experience
1· Batchers Degree in Automotive / Mechanical Engineering.
·2. 8-10 years of professional experience in automotive After-Sales field.
Competencies Social and interpersonal competence
1· You are able to solve various problems flexibly, independently, and reliably and thus are set apart by a high resistance to stress and an ability to resolve conflicts.
2· You are extremely loyal to company and brand. As a result you come across as authentic and responsible.
3· You show a lot of initiative. You are persuasive and are able to make decisions on your own.
4· You professionally implement all Mercedes-Benz specifications on customer oriented processes.
5· You know main CSI drivers and your role in this.
6· You are willing to make compromises, but can also openly address and constructively solve conflicts with customers and colleagues.
7· You are very empathetic, able to respond to others, focus on what customers wants, and always try to understand the customer’s problem and take it into consideration.
8· You are reliable and keep all agreements made with customers.
9· You are very thorough, are prepared for customer appointments, and ensure that all the work has been done completely and correctly.
10· You actively approach customers, thus showing excellent communication skills.
11· You are able to motivate your colleagues to implement high standards of customer service.
Method and process competence
1· You are good at planning and organizing. You possess organizational and personal management skills
2· You complete your tasks independently and responsibly.
3· You are familiar with the necessary processes and contact-persons for all relevant customer support departments and external service providers.
4· You have complete knowledge of the Retail process and Digital Service Drive.
5· You have a good business sense. In doing so, you are able to apply your business knowledge related to internal processes and the market.
6· You have a good knowledge of the Service products and their benefits.
7· You have a good knowledge of the brand, products, and Group.
8· You possess good knowledge of all activities related to customer reception, customer relation management and car delivery system.
9· You possess excellent communication and networking skills.
10· You show high language proficiency of English and regional language.
11· You are able to independently determine, check, and update customer and vehicle data as required.
1· You have appropriate PC skills and knowledge of Office appliances (e-mail programs, e.g. MS Office, the Internet, e-business, intranet, etc.).
2· You have a sound knowledge of current After-Sales IT tools and are able to use those (e.g. e-dealer, EVA, Xentry portal etc.).
Interested candidate can apply by indeed or share resume on 9011041123
Contact Person : Sushant Jagdale
Job Type: Full-time
Salary: ₹40,000.00 – ₹50,000.00 per month
Speak with the employer
Provide administrative and clerical support to Principal. · Greet and receive visitor, Prepare confidential and sensitive documents, and Coordinates office...Apply For This Job
we at chetana hospital which is a 50 bedded psychiatric hospital are looking for receptionist Job Type: Full-time Salary: ₹9,433.28...Apply For This Job
-Act as the point of contact between the manager and internal/external clients. -Screen and direct phone calls and distribute correspondence....Apply For This Job
· Shall be responsible for data mining of customer details of the industry · Data entry & master database maintenance...Apply For This Job
An exciting opportunity for a Private PA to support high-profile entrepreneurs and their family. This is a varied role where...Apply For This Job
Provide HR support and administration, including recruitment, staffing, performance management, compensation, & benefits. Maintain and ensure the accuracy of the...Apply For This Job