Reception Supervisor - BYD Aftersales

About the role

As part of Al-Futtaim Automotive, which operates the BYD aftersales service centre in Dubai, an experienced Reception Supervisor is sought to lead the daily operations of the service reception. Reporting to the Aftersales Manager, you will supervise a team of receptionists and service advisors, ensuring an efficient customer journey, accurate job-card management and compliance with company and OEM standards.

Key responsibilities

• Lead, coordinate and allocate work across the service reception team to keep customer handling professional and efficient.
• Ensure job cards are created, communicated and closed accurately and on time.
• Monitor customer updates, complaints and escalations to improve satisfaction and resolution rates.
• Oversee warranty and parts-request processes at reception in line with OEM and company requirements.
• Coach and develop receptionists and service advisors to strengthen customer-handling skills and achieve KPIs.
• Maintain HSSE, quality and presentation standards across the reception area.
• Track reception performance and customer satisfaction trends and recommend service improvements.

Required profile

• Bachelor's degree or diploma in Engineering.
• 5-7 years of automotive customer service or reception experience, including at least two years in a supervisory role.
• Fluency in English; Arabic, Urdu or Hindi is an advantage.

Required skills

• Strong knowledge of aftersales reception operations and customer-service processes.
• Experience using a dealer management system such as SAP or an equivalent platform.
• Demonstrated leadership, coaching and team-motivation skills.
• Excellent communication, customer service, problem-solving and conflict-resolution abilities.
• Commitment to HSSE compliance and quality assurance.