Job closed
Ref: HP698-8241
Job description / Role
Al-Futtaim is regarded as a pioneer in the Gulf region's Automotive industry and encompasses every aspect of the Automotive business; from passenger and commercial vehicles and construction equipment sales and service, to used car sales and rental and leasing.
A comprehensive network of showrooms and service centres covers the UAE and Gulf region providing customers with convenience, choice and the highest standards of after sales service. Al-Futtaim represents some of the world's most popular and desirable automotive brands including; Toyota, Lexus, Hino, Honda, Volvo, Chrysler, Jeep and Dodge.
We are currently searching for an experienced Appointment Technical Executive (Back Office Assistant) to be based in Dubai.
Duties and responsibilities include the following:
* Handling all incoming telephone communications, noting reasons for call and forwarding to the relevant team members, subject to availability
* Must be technically competent in order to understand the customers' needs and requirements
* Ability to provide detailed explanations on jobs to be carried out on customers' vehicles.
* Providing detailed explanations (technical justifications and cost estimates) of additional repairs in order to obtain approval from customers.
* Ability to advise customers on the required vital jobs.
* Ability and willingness to make every effort to resolve customers' complaints and ensure that the customer has a positive experience.
* Providing an excellent customer service as per the company's policies and procedures
* Resolving customer queries promptly and within the company guidelines, before escalating to a higher level if necessary
* Attending to customers' needs and understanding their requirements in order to ensure that a maximum number of inquiries are handled and resolved efficiently.
* Receiving customers' vehicles for service and repair jobs and raising repair orders on the Dealer Management Systems (SAP).
* Dealing with 'Walk in' customers as quickly and proficiently as possible, by coordinating with employees and customers.
* Prepare invoices on the Dealer Management Systems (SAP) and arrange for delivery of customers' vehicles.
* All administration duties relating to the day-to-day operation of the Service Department;
* Maintenance of various databases and records.
* Submission of accurate reports and information to Senior Management.
Requirements
To be considered for this role, you should have the following experience, qualifications and skills:
* University Degree / Diploma in Engineering or Automobile.
* At least 2 years of experience as a Service Advisor/Service Consultant / Receptionist or Customer Service role within a reputable automotive dealership or similar.
* Technically competent, with the ability to understand customers' needs and requirements.
* Ability to provide established standards of customer service through diagnostic ability, assessment of repairs/maintenance needed and most importantly a high quality customer care.
* Strong analytical, communication and interpersonal skills, with administrative competence.
* Computer literate with a solid understanding of Microsoft applications
* Ability to advise customers on the required jobs in a timely and professional manner.
* A Flair for selling value added services, service contracts and accessories.
* Proactive approach when dealing with customers' complaints.
* Proactive, hardworking and motivated
* Ability to speak Arabic is an advantage
About the Company
Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.
The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.
The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.