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Front Office Manager

3 months ago

Mumbai Suburban, India Auto Hangar India Pvt Ltd Full time
As a Front Office Manager youare the professional Manager of the entire customer orientedservice process. You ensure smooth functioning of front office andback office sections and monitors day to day front office and backoffice activities. You set the standards for customer support. Yousee every contact with the customers as a professional challengeand take the complete ownership. You are taking the role offacilitator for front office staff. Your key responsibilities are:Ensuring proper recording and documentation of customer and vehicledata and providing it as and when required to the reportingauthority. Monitoring day to day front office and back officeactivities. Coordinating and communicating with service hostessservice advisors and concerned colleagues of customer care andworkshop department. Performing the role of facilitator for frontoffice staff. Independent welcoming and addressing of customers andensuring that they are looked after throughout their visit.Liaising with workshop customer and other concerned departments.Delegating authority and responsibilities and directingsubordinates. Building effective team through taking an activeinterest in the development of subordinates through training.Ensuring that all sections of front office and back office areproperly staffed supervised and operating smoothly. Definingstrategies and objectives for effective front office management.Developing performance indicators for front office staff incoordination with management and customer department. Develop aprofessional and sustainable complaint process as well as theinterfaces in the interest of the best possible customer support.Conduct customer complaint conversations in special cases. Planningcustomer visits for dissatisfied customers as well as for differenttypes of servicecampaigns.

OBJECTIVES OF THE JOB : 1. The Service Advisor has to establish andmaintain a personal contact with the customer over the life cycleof his vehicle and keep the customer loyal to the brand 2. Heprovides the customer with the information and solutions on productand service to meet his needs and desires 3. He translatesprofessionally the customer s complaints on to a job order whichcan be efficiently executed by the workshop with high quality 4. Hepromotes actively the service products 5. Effective communicationwith Service Manager, Foreman / Workshop Controller, Diagnostictechnicians (in difficult cases), Parts Manager, Customer CareOfficers