Frontline Service Operations Lead

4 days ago

Singapore beBeeAutomotive Full time $90,000 - $120,000

Job Title:

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SERVICE MANAGER - AUTOMOTIVE

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About the Role:

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The Service Manager is responsible for leading frontline service operations to ensure exceptional customer experiences. This role focuses on managing service advisors, handling customer interactions, and maintaining high levels of service satisfaction.

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Main Responsibilities:

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  • Oversee daily frontline operations, including customer reception, appointment management, and service advisor performance.\
  • Prepare business plans and implement cost management initiatives to enhance overall profitability.\
  • Maintain high standards of customer service aligned with industry philosophy.\
  • Handle customer feedback, consult senior management as needed, and ensure all complaints are resolved professionally and amicably.\
  • Ensure timely and transparent communication with customers regarding service updates, quotations, and follow-ups.\
  • Monitor service centre performance, including turnaround time, customer feedback, and implement improvements.\
  • Coordinate with other teams to align job scheduling, resource allocation, and service flow.\
  • Mentor, coach, and evaluate service advisors to uphold service excellence and process adherence.\
  • Collaborate with colleagues to provide accurate timelines to customers.\
  • Analyze data and KPIs to identify trends and drive continuous improvement.\
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Requirements:

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  • Degree in Automotive, Business, or related fields.\
  • Minimum 5 years' experience in automotive customer service or service advisor management.\
  • Excellent communication and interpersonal skills.\
  • Strong conflict resolution and customer-handling abilities.\
  • Experience in managing service KPIs and improving customer satisfaction.\
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Working Location:

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Alexandra Road Singapore

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