Customer Service Head – Automotive & Heavy Machinery Workshop

About the role

We are seeking a dynamic Customer Service Head to lead our automotive and heavy‑machinery workshop’s service department. You will be responsible for delivering an outstanding customer experience while coordinating closely with workshop, parts, and other internal teams.

Key responsibilities

• Lead and manage daily operations of the customer service department.
• Develop, implement and continuously improve service policies, procedures and quality standards.
• Handle customer inquiries, complaints and escalated issues promptly and professionally.
• Monitor satisfaction scores, service performance and KPIs, launching improvement initiatives as needed.
• Coordinate with workshop, parts and other departments to ensure timely, efficient service delivery.
• Maintain accurate service records and produce periodic performance reports.
• Coach, supervise and develop the customer service team to meet departmental objectives.
• Stay updated on automotive industry trends and best practices in customer service.

Required profile

• BSc degree in Mechanical Engineering, Automotive Technology or a related field.
• Minimum of 5 years proven experience in customer service management.
• Excellent written and verbal communication abilities.
• Strong understanding of customer service management practices and techniques.
• Demonstrated leadership and interpersonal skills.

Required skills