Aftersales Service Advisor

Abdul Latif Jameel; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

A leading automotive service provider is seeking an Aftersales Service Advisor to be the primary liaison between customers and the service department in Dubai. This role focuses on delivering exceptional customer service, managing appointments, and ensuring customer satisfaction, all while coordinating closely with workshop technicians and service providers.

Qualifications

• 3+ years of proven experience in a service advisory or customer-facing role within the automotive industry.
• Strong knowledge of vehicle mechanics and service processes.
• Valid driver’s license.

Responsibilities

• Greet customers professionally, schedule and manage workshop appointments.
• Open and close service orders, prepare repair estimates, and communicate repair details.
• Follow up with customers post-service to ensure satisfaction.

Skills

Customer Service

Communication

Problem Solving

Education

High school diploma or equivalent

Automotive or business-related qualification

Tools

Dealer management systems

Job description

Purpose of the job:

The Aftersales Service Advisor acts as the key liaison between customers and the service department, ensuring a smooth and efficient experience. The role involves scheduling appointments, providing cost estimates, managing vehicle service progress, and delivering exceptional customer service to promote customer satisfaction and retention.

Key Responsibilities:

• Greet customers in a professional and friendly manner, understanding their service needs.
• Schedule and manage workshop appointments.
• Open and close service orders, prepare repair estimates, and explain repair details to customers.
• Coordinate with workshop technicians and monitor service progress and technicians productivity and report to the management team.
• Communicate proactively with customers regarding updates, delays, or approvals.
• Ensure all work is accurately documented, invoiced, and compliant with company and manufacturer standards.
• Follow up with customers post-service to ensure satisfaction.
• Promote additional services and products where appropriate (e.g., maintenance plans, accessories).
• Handle customer complaints or concerns professionally and escalate when necessary.
• Maintain accurate records of service transactions and customer communications.
• Support the achievement of departmental targets in revenue and customer satisfaction.
• Coordinate with various outsourced service providers as point of contact.

Qualifications & Experience:

• High school diploma or equivalent (Automotive or business-related qualification is an advantage).
• 3+ years of proven experience in a service advisory or customer-facing role within the automotive industry.
• Strong knowledge of vehicle mechanics and service processes.
• Experience using dealer management systems (e.g., Kerridge, CDK, Autoline) is preferred.
• Valid driver’s license.