Job Details of Service Advisor

Full job description

Job Requisition ID: 165370

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:

This role serves as the face of the brand and division to the customer, fostering strong relationships that ensure a seamless and engaging Aftersales customer journey. By prioritizing customer engagement, this position plays a crucial role in enhancing customer experience.

What you will do:

• Build long-term relationships with customers to ensure customer retention and loyalty.
• Achieve financial objectives through upselling and discount control to meet monthly revenue targets.
• Actively engage with customers by consulting on their needs and service requirements throughout the entire service process, ensuring vehicles are fixed correctly the first time.
• Coordinate with the Production Team to provide timely progress updates to customers, ensuring they are informed and that on-time delivery commitments are met.
• At the time of vehicle delivery, provide customers with a detailed explanation of all work performed and associated costs, helping them understand the value of services rendered.
• Effectively manage customer complaints to achieve satisfactory resolutions, sustaining and improving Customer Service Value and Net Promoter Scores.
• Ensure active compliance with all Standard Operating Procedures, company policies, and distributor programs to maintain consistency in the customer experience.

Required skills to be successful:

• Proficient in Microsoft Office Suite; knowledge of SAP is preferred.
• Strong customer service skills with the ability to effectively handle customer inquiries and concerns.
• Excellent communication skills, both verbal and written.
• Conversational proficiency in English and basic Arabic.
• Technically adept, with the ability to troubleshoot and resolve issues efficiently.
• Solid understanding of product features and processes related to the position.

About the team:

You will be working in a dynamic, fast-paced environment.

What equips you for the role:

• Diploma or Bachelor of Automobile /Mechanical Engineering.
• 3 to 5 years overall experience with automotive industry, preferably in a similar service role.
• Customer-centric approach.
• Technical proficiency, with a solid understanding of automotive systems and services.

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.