Customer Satisfaction & Resolution Executive -Automotive Industry

800CarGuru; Dubai; On-site; AED 89,000 - 134,000; Full time

Job summary

800CarGuru is seeking a confident, energetic Automotive Customer Relations Executive to strengthen customer satisfaction, manage post-service feedback, and ensure effective complaint resolution. The ideal candidate will handle dissatisfied customers, coordinate with internal teams, and drive positive experiences across vehicle servicing and workshop interactions.

The role requires fluency in English and Arabic, experience in customer relations within automotive service environments, and strong

Qualifications

• Experience in customer relations or complaint handling.
• Experience in automotive dealerships, multi-brand garages, or automotive service centres preferred.
• Fluency in English and Arabic mandatory.

Responsibilities

• Conduct post-service follow-up calls with customers to collect feedback on their vehicle servicing and repair experience.
• Monitor customer satisfaction and identify service-related concerns requiring immediate attention.
• Handle customer complaints related to repair quality, service delays, pricing concerns, and overall customer experience.
• Coordinate with service advisors, workshop operations, and management to ensure timely complaint resolution.
• Ensure customer concerns are addressed within established SLAs.
• Follow up on unresolved complaints until satisfactory closure.
• Escalate critical or repeated customer complaints to the appropriate management team.
• Build positive customer relationships and support customer retention.
• Encourage satisfied customers to share genuine Google reviews.
• Maintain accurate customer feedback records, complaint logs, and daily follow-up reports.
• Identify recurring customer concerns and recommend improvements to service quality.

Job description

Company Description

800CarGuru is the UAE's largest on-location and mobile vehicle service provider, offering convenient car care directly at customers’ locations. The company operates a dedicated Service Center in Dubai and provides roadside assistance across Dubai, Abu Dhabi, Sharjah, and Ajman. 800CarGuru focuses on fast, reliable, and customer-centric services for a wide range of vehicles. Team members work in a dynamic environment that values responsiveness, safety, and quality of service. Joining 800CarGuru means contributing to a growing brand that prioritizes customer satisfaction and operational excellence.

About the role

800CarGuru is seeking a confident, energetic, and customer-focused Automotive Customer Relations Executive to strengthen customer satisfaction, manage post-service feedback, and ensure effective complaint resolution.

The ideal candidate will have strong communication skills, a professional approach, and the ability to manage customer concerns related to vehicle servicing, repairs, service delays, and overall workshop experience.

This role requires someone who can confidently handle dissatisfied customers, coordinate with internal teams, and turn challenging situations into positive customer experiences.

Key Responsibilities

• Conduct post-service follow-up calls with customers to collect feedback on their vehicle servicing and repair experience.
• Monitor customer satisfaction and identify service-related concerns requiring immediate attention.
• Handle customer complaints related to repair quality, service delays, pricing concerns, and overall customer experience.
• Coordinate with service advisors, workshop operations, and management to ensure timely complaint resolution.
• Ensure customer concerns are addressed within established Service Level Agreements (SLAs).
• Follow up on unresolved complaints until satisfactory closure.
• Escalate critical or repeated customer complaints to the appropriate management team.
• Build positive customer relationships and support customer retention.
• Encourage satisfied customers to share genuine Google reviews.
• Maintain accurate customer feedback records, complaint logs, and daily follow-up reports.
• Identify recurring customer concerns and recommend improvements to service quality.

Candidate Requirements

• Fluency in English and Arabic is mandatory.
• Previous experience in customer relations, customer satisfaction, or complaint handling.
• Experience in automotive dealerships, multi-brand garages, or automotive service centres is strongly preferred.
• Good understanding of automotive after-sales service processes and customer expectations.
• Excellent communication, negotiation, and interpersonal skills.
• Strong conflict resolution and problem-solving abilities.
• Ability to handle difficult or dissatisfied customers professionally and calmly.
• Strong follow-up discipline, organizational skills, and attention to detail.
• Confident, well-presented, proactive, and customer-oriented personality.
• Comfortable working in a fast-paced automotive service environment.
• Experience using CRM systems and maintaining customer interaction records is an advantage.

Ideal Candidate Profile

We are looking for someone who:

• Can confidently communicate with both Arabic- and English-speaking customers.
• Has the patience and maturity to handle challenging customer situations.
• Takes ownership of customer complaints and follows through until resolution.
• Understands the importance of customer retention and brand reputation.
• Can work effectively with service advisors, workshop teams, and management.
• Is passionate about delivering exceptional customer experiences.

Why Join 800CarGuru?

Be part of a growing automotive service organization where customer satisfaction, service quality, and continuous improvement are key priorities.

If you have a passion for customer relations and the confidence to manage customer expectations in the automotive industry, we would like to hear from you.