• Lead, coach and support the service reception team, including Service Advisors, Cost Clerks and Receptionists, to deliver excellent customer service.

• Create and maintain a customer-centric reception environment aligned with the company’s service values and standards.

• Ensure accurate customer and vehicle information flow between the reception, workshop and support teams to achieve “Fix Right First Time” and on-time vehicle delivery.

• Monitor daily service operations, work loading, staff schedules, attendance and shift handovers to ensure smooth and efficient service centre performance.

• Review customer feedback, complaints and escalations, and work with the Aftersales Manager to implement continuous improvement actions.

• Drive team performance against operational and financial KPIs, including revenue, margin, Net Promoter Score, customer satisfaction, on-time delivery and Fix Right First Time rates.

• Maintain a clean, safe and well-organised customer waiting area and service reception in line with 5S and safety standards.

• Conduct regular team briefings, performance reviews and training plans to support employee engagement, capability and service excellence.

Desired Candidate Profile

• Strong customer service mindset with the ability to create positive and professional customer experience.

• Minimum 4-5 years’ experience in customer care, receptionist role, preferably in automotive industry.

• Proven leadership skills with experience managing frontline or service reception teams. Strong communication, coordination and problem-solving skills.

• Ability to manage daily operations, work schedules, attendance and team performance in a fast-paced environment.

What equips you for the role

• Diploma or degree in Mechanical Engineering, Automotive, Hospitality or a related field.

• More than 5 years’ experience in a Service Supervisor, Service Support Manager or similar frontline leadership role is preferred.

• At least 3 years’ experience in a customer-facing automotive role.

• Experience managing teams, improving customer satisfaction and working with operational KPIs.

• Strong behavioral competencies include analytical thinking, focus, task orientation, communication and teamwork.

• Proficiency in Microsoft Office applications, including Excel, Word and PowerPoint; knowledge of SAP is an advantage.

• High attention to detail with the ability to ensure accurate customer, vehicle and service information.