Front Office Manager

This position serves as the primary point of contact for customers entering the service facility, ensuring a seamless transition from arrival to vehicle delivery. The role focuses on managing the reception desk, coordinating with service advisors, and maintaining a professional atmosphere that reflects the brand's commitment to excellence.

Key Responsibilities

• Manage the daily customer walk-in flow and appointment schedule using the Dealer Management System (DMS).

• Supervise the reception team to ensure every customer is greeted within the standard turnaround time (TAT).

• Coordinate with Service Advisors and the Workshop Manager to provide real-time updates to customers regarding vehicle status.

• Oversee the billing process and ensure the accurate collection of payments through various digital and cash modes.

• Manage the customer lounge and facility upkeep to ensure a premium experience for visiting clients.

• Handle initial customer grievances and escalate complex issues to the Service Manager as per protocol.

• Maintain records of customer feedback and Post-Service Follow-up (PSF) data to improve service quality.

• Ensure all front-office administrative tasks, including gate pass issuance and document filing, are completed daily.

Requirements

• Graduate degree in any stream (B.A., B.Sc., B.Com, or B.B.A.).

• 1-3 years of experience in customer handling within a retail or automotive environment.

• Proficiency in local language(s) and functional English communication.

• Basic knowledge of automotive terminology and workshop processes.

• Ability to work on Dealer Management Systems (DMS) or similar CRM software.

• Strong organizational skills with the ability to multitask in a high-pressure environment.

Preferred

• Experience working with an authorized OEM dealership (Maruti Suzuki, Hyundai, Tata, etc.).

• Prior experience in managing a small team of receptionists or hostesses.

• Familiarity with digital payment systems and GST-compliant billing.

Skills

Technical

DMS Operations, Microsoft Office (Excel/Word), Billing Software, CRM Management

Soft Skills

Active Listening, Conflict Resolution, Professional Grooming, Time Management, Empathy

Qualifications

Education: Graduate in any discipline (B.Com/B.B.A. preferred)

Experience: 1-3 years in Front Office or Customer Service roles

Certifications: OEM Front Office Certification (preferred), Basic Computer Application Certification

Work Environment

Operates in a fast-paced, customer-facing workshop reception area with a focus on teamwork and maintaining a high-energy, positive environment during standard 6-day work weeks.

Growth Opportunities

Candidates have a clear pathway to transition into Service Advisor roles or move into Customer Relationship Management (CRM) leadership positions within our expanding dealership network.