Service Advisor

Job description / Role

Overview of the role

This role is the representation of the brand and division to the customer, and maintains customer relations to ensure an end-to-end engaged aftersales customer journey that leads to revenue achievement and customer retention.

What you will do

• Build long-term relationships with customers to ensure customer retention and loyalty.
• Achieve financial objectives by upselling and discount control, to meet monthly revenue targets.
• Actively engage with the customer through consultation on customer needs and service requirements, through the whole service process, in order to ensure the vehicle is fixed right the first time.
• Coordinate with the production team to ensure timely progress updates of the vehicle to customers at all times to keep the customer informed and to maintain the on-time-delivery commitment.
• At the time of delivery of the vehicle, ensure that the customer is provided a detailed explanation of all work performed and costs associated with those repairs, for the customers to understand the value addition of services rendered by the business.
• Effectively manage customer complaints to satisfactory closure of all complaints, to sustain and improve the customer service value and net promoter scores.
• Active compliance to all standard operating procedures, company policies and distributor programs to ensure consistency in the customer experience.

Required skills to be successful

• Diploma or bachelor of automobile / mechanical engineering.
• 3 to 5 years overall experience with the automotive industry, preferably in a similar service role.
• Working knowledge of MS Office; SAP knowledge preferred.
• Customer handling skills.
• Good communication skills.
• Conversant in English and basic Arabic speaking.
• Technically proficient.
• Product and process knowledge.

About the team

Our team is dedicated to delivering exceptional customer service and ensuring a seamless aftersales experience. You will work closely with customers, reception managers, aftersales managers, and workshop teams to achieve our service and sales revenue targets. This role requires a high level of customer relationship skills to increase customer retention and loyalty. Our team values collaboration, dedication, and a commitment to excellence, and we are looking for someone who shares these values to join us.

What equips you for the role

• Customer oriented.
• Honest and responsible.
• Culturally sensitive.
• Good teamwork.
• Excellent interpersonal skills.

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 and construction equipment.

What keeps the company moving forward is a 9,000-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.