Service Advisor

Job description / Role

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group's entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview of the Role:
Join our team as an Aftersales Customer Relationship Manager, where you'll be the face of our brand and division to our valued customers. Your primary objective will be to maintain strong customer relationships, ensuring a seamless end-to-end Aftersales customer journey that drives revenue achievement and enhances customer retention.

What You Will Do:
- Cultivate long-term relationships with customers, fostering loyalty and retention through personalized engagement.
- Meet financial objectives by effectively upselling and controlling discounts, striving to achieve monthly revenue targets.
- Consult with customers to understand their needs and service requirements, guiding them through the entire service process to ensure their vehicle is fixed right the first time.
- Coordinate closely with the Production Team to provide timely progress updates on vehicle servicing, keeping customers informed and maintaining on-time delivery commitments.
- Provide detailed explanations of all work performed and associated costs to customers upon vehicle delivery, emphasizing the value-added services provided.
- Efficiently manage customer complaints, ensuring satisfactory resolution to enhance Customer Service Value and Net Promoter Scores.
- Adhere rigorously to all Standard Operating Procedures, Company policies, and Distributor Programs to uphold consistency in the customer experience.

Requirements

Required Skills for Success:
- Proficiency in MS Office, with preferred knowledge of SAP.
- Strong customer handling skills and excellent communication abilities.
- Proficiency in conversational English and basic Arabic speaking.
- Technical proficiency and sound product and process knowledge.
- A minimum of 3 to 5 years of experience in the automotive industry, preferably in a similar service role.
- Diploma or Bachelor's degree in Automobile/Mechanical Engineering.

About the Team:
Join a dynamic and dedicated team committed to delivering exceptional customer experiences. Our team members are passionate about providing top-notch service and driving customer satisfaction.

What Equips You for the Role:
- Extensive experience in the automotive industry
- Technical expertise, coupled with your commitment to customer service excellence.
- Diploma or Degree in Automobile/Mechanical Engineering further demonstrates your qualifications for this position.

About Al-Futtaim Automotive
A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.
Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world's most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.
We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences.
We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment.
What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.

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.