Workshop Operations and Customer Service Manager at Mechanic on the Go

Job Overview

• The Workshop Operations and Customer Service Manager will oversee the daily activities of the repair and service operations in the workshop, ensuring efficiency and high-quality service.
• This individual will log all service details, handle customer inquiries and updates, ensure customer satisfaction, and provide daily and weekly progress and revenue reports to the CEO.
• The ideal candidate must reside in or near Ikeja to be available for timely responses and effective management of the workshop.

Key Responsibilities

Workshop Operations:

• Supervise the day-to-day operations of the repair and service activities in the workshop.
• Ensure all repair jobs are completed to a high standard and in a timely manner.
• Organize and prioritize work orders to maintain an efficient workflow.
• Monitor inventory and order necessary parts to avoid delays in service delivery.
• Implement and maintain systems to log all details of repairs, services performed, parts used, and future recommendations.

Customer Service:

• Attend to customer calls and requests promptly, providing accurate and detailed information regarding their vehicle's repair or service status.
• Offer timely updates to customers about the progress of their car's repair, estimated completion times, and any additional services required.
• Ensure a positive customer experience by addressing concerns and providing solutions in a professional and courteous manner.
• Coordinate vehicle pick-ups and deliveries with customers.

Reporting and Documentation:

• Maintain detailed logs of every repair, service, and customer transaction.
• Compile daily and weekly reports on workshop progress, job completion rates, customer satisfaction levels, and revenue generation for the CEO.
• Track revenue, invoicing, and outstanding balances; provide regular financial updates to management.
• Ensure all reports are accurate, thorough, and delivered on time.

Customer Satisfaction:

• Regularly follow up with customers to ensure they are satisfied with the services provided.
• Handle any complaints or issues swiftly to maintain customer loyalty and trust.
• Gather customer feedback and implement improvements to enhance the service experience.

Reporting:

• Generate daily reports on workshop activity, including completed jobs and pending repairs.
• Provide weekly progress and revenue reports to the CEO, highlighting key operational metrics and any issues requiring management attention.

Qualifications

• Previous experience in a workshop environment or automotive service industry.
• Strong organizational skills with the ability to manage multiple tasks and priorities.
• Proficiency in workshop management software or CRM systems is a plus.
• Excellent communication skills, both verbal and written.
• Must live in or near Ikeja for convenient and prompt management of workshop activities.
• Familiarity with vehicle repair processes, parts, and terminology.

Skills and Competencies:

• Strong problem-solving and multitasking abilities.
• Ability to thrive in a fast-paced environment and manage time effectively.
• Attention to detail and accuracy in documentation and reporting.
• Excellent customer service and conflict resolution skills.
• Proficient in Microsoft Office Suite (Excel, Word) and general accounting software.