रिसेप्शनिस्ट फ्रंट ऑफिस मैनेजर

JOB DESCRIPTION – FRONT OFFICE MANAGER (FOM)

Company: DAP KIA Automobiles Pvt. Ltd.
Department: Service / Customer Experience
Location: Gurugram, Haryana
Position: Front Office Manager (FOM)
Experience: 4–8 Years in Automobile Dealership / Service Industry
Qualification: Graduate / Diploma in Automobile or related field preferred

Job Summary

We are looking for an experienced and customer-focused Front Office Manager (FOM) to manage the complete front office operations of our automobile dealership. The candidate will be responsible for ensuring smooth customer handling, managing the front office team, coordinating with Service Advisors and Workshop teams, and maintaining high customer satisfaction.

Key Responsibilities

• Manage day-to-day front office operations and customer reception.

• Ensure a smooth customer experience from vehicle reception to delivery.

• Supervise and guide Service Advisors, Front Office Executives, and related staff.

• Manage customer appointments, walk-ins, service bookings, and follow-ups.

• Monitor job card opening, vehicle inflow, delivery commitments, and pending jobs.

• Coordinate effectively with Workshop, Bodyshop, Parts, CRM, and Sales departments.

• Handle customer complaints, escalations, and ensure timely resolution.

• Ensure proper documentation and accurate customer and vehicle data.

• Monitor daily reports related to vehicle inflow, delivery, WIP, pending jobs, and customer satisfaction.

• Ensure proper follow-up with customers regarding service status and delivery updates.

• Maintain OEM/dealership standards for customer handling and front office operations.

• Ensure the reception and customer lounge are clean, professional, and customer-friendly.

• Train, motivate, and monitor the performance of the front office team.

• Ensure proper CRM/DMS updating and customer follow-up.

• Conduct regular team meetings and monitor daily targets and performance.

Required Skills

• Strong leadership and team management skills.

• Excellent communication and customer handling skills.

• Strong problem-solving and complaint-resolution abilities.

• Good knowledge of automobile dealership/service operations.

• Knowledge of CRM/DMS software and MS Office.

• Good reporting and coordination skills.

• Presentable personality and professional behaviour.

• Ability to work under pressure and manage multiple activities.

Preferred Experience

Candidates with experience as Front Office Manager, Service Manager, Customer Experience Manager, Senior Service Advisor, or Customer Relations Manager in an automobile dealership will be preferred.

Salary: As per experience and industry standards
Working Days: 6 Days
Job Type: Full-time

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