Automotive Service Advisor

Kavak GCC; Dubai; On-site; AED 73,000 - 100,000; Full time

Job summary

Kavak GCC, based in the UAE, is seeking a Service Advisor to greet customers, document concerns, and coordinate repairs in a fast-paced workshop environment.

You will inspect vehicles, prepare job cards, and liaise with technicians to diagnose and plan services. The role emphasizes clear communication, accurate estimates, and timely customer updates, with upsell of Kavak services and warranties where appropriate.

Qualifications

• Must have 2–3 years of experience in UAE/GCC market.
• Experience as a Service Advisor or similar role in automotive service is required.
• Solid knowledge of automotive systems, maintenance needs and repair procedures.
• Ability to explain technical information clearly to customers.
• Strong communication, interpersonal and organizational skills.
• UAE driving license is a plus.

Responsibilities

• Greet customers visiting the workshop and document their concerns.
• Conduct a detailed consultation about vehicle usage, service history and expectations.
• Perform initial vehicle inspection and identify issues needing diagnosis.
• Prepare accurate job cards and document customer concerns and conditions.
• Coordinate with technicians to diagnose and plan repairs or maintenance.
• Prepare and explain repair estimates including labor and parts.
• Obtain customer approvals before proceeding with extra work.
• Explain findings and recommendations in simple terms to customers.
• Coordinate with workshop, parts, and warranty teams to ensure timely completion.
• Monitor repair progress and update customers on status and delays.
• Close out jobs with proper documentation and handover to customer.
• Promote service packages, warranties and Kavak products where relevant.

Skills

Service Advisor

Customer service

Communication skills

Diagnostics knowledge

Documentation

Driving license (UAE)

Workshop coordination

Upselling & cross-selling

Education

Diploma or automotive/mechanical engineering

Tools

Workshop management systems

CRM systems

Job description

Dubai, United Arab Emirates | Posted on 09/04/2026

Who WE are?
KAVAK is the number one e-commerce in the purchase and sale of pre-owned vehicles with the fastest growth in Latin America. Wework smart and make things happen,offering theeasiest, safest and most transparent experience to buy or sell a car.
But our journey doesn't stop there: at KAVAK our goal is global! Nowour footprint extends to the vibrant GCC regionas part of our expansion into the Middle East, in the pursuit of our one and only goal:to transform the automotive market around the world.
Today we have more than 180 Kavakees on the GCC team and growing,surrounding ourselves with the best talentto continuebuilding the technology, processes, and productsthat make us thenumber one player in the pre-owned car market.
Wanna join us on this exciting ride?

Job Description

Key Responsibilities:

• Greet and professionally receive customers visiting the workshop, understand their vehicle concerns, and ensure a positive service experience.
  
• Conduct a detailed customer consultation to understand reported concerns, vehicle usage, service history, and customer expectations.
  
• Perform an initial vehicle inspection and identify visible or service-related issues requiring further diagnosis.
  
• Prepare accurate job cards and clearly document customer complaints, requested services, and vehicle condition.
  
• Coordinate with technicians and workshop teams to diagnose vehicle concerns and determine the required repairs or maintenance.
  
• Prepare and explain repair estimates, including labour, parts, and other applicable charges, in a clear and transparent manner.
  
• Obtain customer approval before proceeding with any additional repairs or work outside the originally approved scope.
  
• Explain technical findings and repair recommendations to customers in a simple and professional manner.
  
• Coordinate with the workshop, spare parts, warranty, and other relevant teams to ensure timely completion of repair and service jobs.
  
• Monitor vehicle repair progress and proactively update customers regarding job status, additional findings, delays, and expected completion time.
  
• Follow up on pending approvals and ensure timely closure of open jobs.
  
• Conduct a final review of completed work and ensure all customer concerns have been addressed before vehicle delivery.
  
• Explain completed repairs, replaced parts, maintenance requirements, and recommendations to the customer during vehicle handover.
  
• Promote relevant maintenance services, service packages, extended warranties, Kavak Plus, and other applicable products based on customer needs.
  
• Identify genuine upselling and cross-selling opportunities while maintaining a customer-first approach.
  
• Maintain accurate records of customer interactions, estimates, approvals, job status, invoices, and follow-ups in the service management system.
  
• Handle customer complaints and service-related concerns professionally and work towards timely resolution.
  
• Follow up with customers after service to ensure satisfaction and encourage repeat business and customer retention.
  
• Maintain strong coordination between customers, technicians, workshop management, spare parts, warranty, and other internal departments.
  
• Ensure all customer and vehicle documentation is complete and maintained according to company procedures.
  
• Achieve individual and team targets related to service revenue, customer satisfaction, retention, and approved repair work.
  
• Provide management with feedback regarding recurring customer concerns, vehicle issues, service quality, and opportunities for process improvement.
  

Requirements

Skills and Qualifications:

• Diploma or equivalent; an associate degree or technical qualification in Automotive/Mechanical Engineering is preferred.
  
• Minimum 2 to 3 years experience in UAE / GCC
  
• Proven experience as a Service Advisor, Service Consultant, Customer Service Advisor, or similar role, preferably within the automotive industry.
  
• Strong knowledge of automotive systems, maintenance requirements, and general repair procedures.
  
• Good understanding of vehicle diagnostics, mechanical and electrical systems, and workshop operations.
  
• Strong customer service and communication skills with the ability to explain technical information in a simple and understandable manner.
  
• Excellent interpersonal, organisational, and time-management skills.
  
• Ability to handle multiple vehicles and customer requests in a fast-paced workshop environment.
  
• Ability to prepare and explain repair estimates and confidently obtain customer approvals.
  
• Basic computer skills and experience with workshop/service management systems.
  
• Valid UAE driving license will be an add on value.
  
• Knowledge of warranty processes, service contracts, and automotive aftersales operations is an advantage.
  
• Experience with specific automotive brands, dealer systems, or service platforms is an advantage.
  
• Customer relationship management
  
• Automotive technical knowledge
  
• Vehicle inspection and service consultation
  
• Repair estimation and quotation preparation
  
• Customer approval and negotiation
  
• Communication and interpersonal skills
  
• Problem-solving and decision-making
  
• Workshop coordination
  
• Time management and multitasking
  
• Upselling and cross-selling
  
• Complaint handling and conflict resolution
  
• Service quality and customer retention
  
• Teamwork and coordination
  
• Customer Satisfaction Score (CSAT)
  
• Additional repair approval/conversion rate
  
• Customer retention and repeat business
  
• Vehicle delivery / promised-time adherence
  
• Customer complaint resolution rate
  
• Follow-up and closure efficiency
  
• Upselling and cross-selling revenue
  
• Service package and warranty conversion
  
• Accuracy of job cards, estimates, and documentation
  
• Technician/workshop utilisation and coordination efficiency