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
• 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 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.).
• 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 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.
• 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.
• Conduct customer complaint conversations in
special cases.
• Plan and participate in regular communication as
well as closely work together with Sales Management to ensure ongoing
communication with respect to complaints with the aim of achieving high
customer satisfaction.
• Maintaining excellent guest relations with
regular and potential customers.
• Planning customer visits for dis-satisfied
customers as well as for different types of service campaigns.