Service Advisor | Al-Futtaim Automotive

Overview of the role:
This role represents the brand and division to the customer, maintaining strong customer relationships to ensure a seamless and engaging aftersales journey that drives revenue achievement and customer retention.

What you will do:

1. Build long-term relationships with customers to ensure customer retention & loyalty.
2. Achieve financial objectives by upselling & discount control, to meet monthly revenue targets.
3. Actively engage with the customer through consultation on customer needs & service requirements, through the whole service process, in order to ensure vehicle is fixed right the first time.
4. Coordinate with the Production Team to ensure timely progress updates of Vehicle to customers at all times to keep the customer informed and to maintain the on-time-delivery commitment.
5. At the time of delivery (of the vehicle), ensure that the customer is provided detailed explanation of all work performed & costs associated with those repairs, for the customers to understand the value-addition of services rendered by the business.
6. Effectively manage customer complaints to satisfactory closure of all complaints, to sustain & improve the Customer Service Value & Net Promoter Scores.
7. Active compliance to all Standard Operating Procedures, Company policies & Distributor Programs to ensure consistency in the customer experience.

Desired Candidate Profile

Required Skills To Be Successful:

1. Minimum 3 years experience with the automotive industry, preferably in a similar service role related to EVs.
2. Technical knowledge provides up-to-date technical information in response to customer inquiries.
3. Excellent customer service, willing to go the extra mile.
4. Strong English communication skills, Arabic speaker an added advantage!

About The Team:
The role will report to the Aftersales Manager and you will be working in a busy workshop environment wherein you will be dealing directly with Customers, Service Managers, Aftersales Managers, Workshop Teams & Technicians on a daily basis.

What Equips You For The Role:

1. Diploma or Degree in Technical school / Certificate/ Diploma in Automobile / Mechanical Engineering.
2. Minimum of 3 to 5 years’ experience in the automotive industry or similar role.
3. A broad-based knowledge to service as a reliable consultant is essential for this role.