Job Details
Type: Full Time
Post Date: 30+ days ago
Industry: Other
Job Description
Responsibilities
1.Operations:
Establish and maintain professional relationships with customers to ensure retention.
Ensure that Service Advisors listen to customers and record their requests, complaints and service expectations accurately and clearly on the repair order; ensure accurate cost and time estimates are given to customers taking their schedules and convenience into account.
Ensure the customer complaints are handled tactfully and promptly by Service Advisors with genuine concern as per dealership guidelines.
Monitor and check progress of repair jobs with technicians and inform the customers in case of any additional problems that could result in any service cost or time overruns and also explain customer recommendations to support case for additional servicing.
Ensure customer is informed upon the arrival of specialty parts order.
Ensure regular and error-free maintenance of customer database.
Ensure Service Advisors alert customers on service due for their vehicles in a proactive manner
Approve additional service work cost estimates provided by Service Advisors to customers, after discussing the same with concerned Team Leaders
Handle all customer complaints escalated by Service Advisors and assist them in resolving problems and maintaining high customer satisfaction standards.
Monitor Service Advisor performance and help them provide high standards to customer.
Accompany tester on road tests where required to ensure customer problems have been effectively resolved
Monitor CSI scores analyzing areas of customer dissatisfaction with respect to all Reception operations and taking correction action where required.
Ensure that 24-hour roadside assistance is efficiently delivered for clients such as the VIP Channels and provide roadside maintenance services.
Provide replacement cars to key customers where required; monitor and report their usage to the Service Manager.
Ensure proper housekeeping of customer vehicle and waiting area.
Comply with Quality Standards and Health & Safety procedures.
2.People Management
Appraise the performance of reception team and provide feedback to the Service Manager
Identify training needs for all reception team and nominate the staff on trainings.
Maintain and promote staff motivation.
Carry out performance appraisals as per company policies and procedures.
Make requisite attempts to handle all grievances raised by subordinates in a prompt and effective manner and escalate such matters to own superior if required.
With the clear vision of creating an entrepreneurial legacy, Mr. Abdullah Saleh Al Mulla, the then Secretary of State of Kuwait, started a business trading in electrical appliances in downtown Kuwait City. With his keen business acumen, he was able to forge strong partnerships and utilize opportunities to create a network with reputed international brands. This determination paid off when he acquired the rights for General Electric in Kuwait. Since the company’s inception, Al Mulla Group has stood for unrivaled quality above all. This stemmed from the founder Mr. Al Mulla’s belief in enduring partnerships that stood the test of time. He believed that every successful business is built on mutual trust and respect, and that excellence and professionalism were key components of keeping pace with growth. Even today, these principles form the pillars of Al Mulla’s Groups business operations. Pioneering the Automotive Industry Prior to the oil boom era in the Middle East, Kuwait was a negligibly small automotive market. But as a man with a vision, Mr. Al Mulla identified an opportunity and seized it. In 1948, the Group signed on as the sole distributor for Chrysler, Dodge, and Plymouth automobiles in Kuwait – another partnership that has gone from strength to strength over the years. Diversifying the Business Seeing further opportunity beyond the notable achievements within the automotive sector, the Group looked towards expanding its portfolio with further acceleration. Being a family-run business rooted in ethics and values, the Group as a whole had no interest in garnering short-term profits – the goal was to create tangible and sustainable growth that could demonstrably keep pace with ever changing market demands and fluctuations. After substantial research and study, Al Mulla Group ventured into new domains that include engineering, financing, marine equipment, food products, insurance, and travel. Partnership with Mitsubishi With decades of automotive experience, in 1972, the Group clocked another milestone in its illustrious journey by becoming the sole distributor of Mitsubishi Motors in Kuwait. Even today, this exemplary partnership stands strong and has continued to blossom, with Al Mulla Group even successfully expanding the brand’s presence in Egypt by way of a joint venture. Different Arenas, One Brand Since it was first established, the Group has developed in structure and expanded exponentially. New subsidiaries were formed and exciting ventures were added to cater to the growing needs of the Group’s stakeholders and customers, with over 40 companies and subsidiaries currently under its umbrella. Among these are an office automation systems company, a manufacturing division, a financial services firm, a dedicated unit for security services, a money exchange service, as well as several other divisions – each of which is considered a leader in its sector in Kuwait. Throughout its journey, Al Mulla Group has staunchly abided by the principles of its founder and continues to honor its core values of excellence, professionalism, and innovation; which continue to be the cornerstone of our identity even today.
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