Job Details
Type: Full Time
Post Date: 30+ days ago
Industry: Other
Job Description
Responsibilities
1.Service Reception
Assist new and junior Service Advisors in resolving customer complaints and queries, guiding them through the service reception process.
Handle customer escalations and complicated technical issues, coordinating with workshop team members to ensure effective service delivery.
Perform visual inspections and quick tests to estimate the extent of damage, ensuring pre-diagnosis and vehicle inspections meet quality standards.
Use specified checklists during service reception to document and verify proper performance of individual work steps.
Train Service Advisors on the service process, enhancing customer experience and developing long-term customer relations.
Actively provide service products, present current service offers, and offer additional services (e.g., vehicle care, pickup & drop-off service).
Check for warranty and goodwill claims.
Coordinate the scope of repair and maintenance services with customers, obtaining their approval.
Arrange for external work when necessary and coordinate pickup time, date, method, and location with customers.
2.Work preparation.
Participate in pre-meetings with the Workshop Foreman and Customer Contact Specialist to discuss current and next day's workload.
Prepare repair orders and ensure timely completion.
Explain and hand over workshop orders to Maintenance Technicians or Certified Diagnosis Technicians.
3.Repair and maintenance
Monitor repair status and clarify additional repair services or timeline updates with customers and the service department.
4.Order completion
Inspect work scope and performance, document test results, and authorize repairs for any faults.
Provide transparent documentation for customers of all work completed and required parts.
Document current vehicle data (e.g., legally required inspections, due dates for mandatory vehicle inspections).
Ensure the customer’s vehicle is clean.
Ensure timely vehicle handover and final coordination with customers.
Trigger the invoicing process after repair and maintenance are completed.
5.Vehicle handover
Manage the vehicle handover process.
Welcome customers and take back replacement vehicles.
Explain work performed and invoices to customers, offering solutions for any pending orders.
Explain the need and benefits of advised work, supporting customer decisions with positive arguments.
Advise customers on the urgency, potential risks, safety, and liability if they refuse recommended work.
Accompany customers back to their vehicles and thank them for their business.
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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