Service Manager

Job Summary 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. You set the standards for customer support. You see every contact with the customers as a professional challenge and feel responsible for the customer problems until they have been resolved. You are competent and trustworthy and treat customers with respect and like a partner. Even during conflicts, you always value the customer. In doing so, you are a competent interface between the customer and the workshop and make a substantial contribution towards the economic success of the entire field of After Sales. Competencies Social and interpersonal competence

• Job Summary 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. You set the standards for customer support. You see every contact with the customers as a professional challenge and feel responsible for the customer problems until they have been resolved. You are competent and trustworthy and treat customers with respect and like a partner. Even during conflicts, you always value the customer. In doing so, you are a competent interface between the customer and the workshop and make a substantial contribution towards the economic success of the entire field of After Sales. Competencies Social and interpersonal competence
• 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.
• You are extremely loyal to company and brand. As a result you come across as authentic and responsible.
• You show a lot of initiative. You are persuasive. And are able to make decisions on your own.
• You professionally implement all Mercedes-Benz specifications on customer oriented conduct.
• You know main CSI drivers and your role in this.
• You are willing to make compromises, but can also openly address and constructively solve conflicts with customers and colleagues.
• You are very empathetic, able to respond to others, focus on what customers want, and always try to understand the customer’s problem and take it into consideration.
• You are reliable and keep all agreements made with customers.
• You are very thorough, are prepared for customer appointments, and ensure that all the work has been done completely and correctly.
• You actively approach customers, thus showing excellent communication skills.
• You are able to motivate your colleagues to implement high standards of customer service. Method and process competence
• You are good at planning and organizing. You possess organizational and personal management

skills

 You complete your tasks independently and responsibly.

•  You complete your tasks independently and responsibly.
• You are familiar with the necessary processes and contact-persons for all relevant customer support departments and external service providers. Business competence  You think and act with good business sense. In doing so, you are able to apply your business knowledge related to internal processes and the market. Specialist competence
• You have a good knowledge of the brand, products, and Group.
• You possess good knowledge of all activities related to customer reception, customer relation management and car delivery system.
• You possess excellent communication and networking skills.
• You show high language proficiency of English and regional language.
• You are able to independently determine, check, and update customer and vehicle data.
• You are familiar with the variants of the different mobility services.
• You are able to provide information on the duration of simple service operations. IT competence
• You have appropriate PC

skills

and knowledge of Office appliances (e-mail programs, e.g. MS Office, the Internet, e-business, intranet, etc.).

• and knowledge of Office appliances (e-mail programs, e.g. MS Office, the Internet, e-business, intranet, etc.).
• You independently administer prospective customer, and vehicle databases.
• You have a sound knowledge of current After-Sales IT tools and are able to use those (e.g. e-dealer, EVA, etc.). Tasks Administration
• 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.
• Performing the role of facilitator fo

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.

Performing the role of facilitator for front office staff.

Maintenance of a friendly atmosphere and ensuring orderliness and cleanliness in the reception areas. Reception area in general

Attending important telephone calls and important customer appointments.

Independent welcoming and addressing of customers and ensuring that they are looked after throughout their visit.

Scheduling him to be on the front during peak operation hours, checking on standards of services and cleanliness.

Ensuring that employees project professionalism and are well trained and provides friendly and efficient service. Front office coordination

Liaising with workshop, customer and other concerned departments.

Delegating authority and

responsibilities

and directing subordinates.

• and directing subordinates.
• Building effective team through taking an active interest in the development of subordinates through training.
• Ensuring that all sections of front office and back office are properly staffed, supervised and operating smoothly.
• Defining strategies and objectives for effective front office management.
• Developing performance indicators for front office staff in coordination with management and customer department. Complaint management
• Develop a professional and sustainable complaint process as well as the interfaces, in the interest of the best possible customer support.
• Plan clear guidelines, code of conduct and performance standards for complaint management.
• Develop employee’s awareness of the goal and tasks of professional and sustainable complaint management.
• Conduc