Customer Support Manager

ALBA CORP; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A leading automotive dealership in Dubai is seeking a Service Manager to lead aftersales and service operations. You will manage customer complaints, oversee car servicing, and lead a motivated team to ensure a high-quality customer experience. Candidates should have at least 5 years of experience in the automotive service industry with strong leadership and communication skills. A competitive salary and benefits are offered.

Benefits

Competitive salary

Work Visa sponsorship

Medical insurance

30 days of paid annual leave

Supportive team culture

Qualifications

• Minimum 5 years of experience in service management within the automotive industry, preferably in the UAE.
• Strong understanding of used car aftersales and workshop management.
• Proficiency in CRM systems and workshop management tools.
• Fluency in English; Arabic is an advantage.

Responsibilities

• Oversee aftersales operations including service bookings and complaint resolution.
• Manage day-to-day service operations from maintenance to repairs.
• Lead and mentor the service team to maintain high standards.
• Track service KPIs and prepare performance reports.

Skills

Leadership

Customer satisfaction

Conflict resolution

Communication

Tools

CRM systems

Workshop management tools

Job description

Job Title: Service Manager – Used Car Dealership

We are looking for a Service Manager to lead our aftersales and service operations, ensuring every customer receives a reliable, transparent, and professional experience after purchasing their vehicle. This role is central to maintaining trust, managing complaints effectively, and overseeing car servicing and aftercare operations.

The ideal candidate will have strong leadership qualities, hands-on experience in automotive service management, and the ability to balance customer satisfaction with operational efficiency.

Key Responsibilities

Aftersales & Complaints Handling

• Oversee all aftersales operations, including service bookings, warranty claims, and complaint resolution.
• Act as the escalation point for customer complaints, ensuring fair, fast, and professional handling.
• Maintain strong relationships with customers to build loyalty and repeat business.
  
  

Workshop & Service Management

• Manage day-to-day service operations, from routine maintenance to major repairs.
• Coordinate with mechanics, inspectors, and service advisors to ensure timely and high-quality work.
• Monitor turnaround times and ensure efficient scheduling of service bays.
• Ensure parts availability and liaise with suppliers when required.
  
  

Team Leadership & Processes

• Lead, train, and mentor the service and aftercare team to maintain high standards.
• Set and implement service policies, SOPs, and complaint-handling procedures.
• Drive improvements in customer satisfaction and operational performance.
  
  

Performance & Reporting

• Track KPIs such as service turnaround times, complaint resolution rates, and customer satisfaction scores.
• Prepare reports on service performance, recurring issues, and improvement strategies.
• Recommend and implement initiatives to enhance the aftersales experience.
  
  

Requirements

• Minimum 5 years of experience in service management within the automotive industry, preferably in the UAE.
• Strong understanding of used car aftersales, complaints handling, and workshop management.
• Proven leadership and people management skills.
• Excellent communication, negotiation, and conflict-resolution abilities.
• Proficiency in CRM systems and workshop management tools.
• Fluency in English; Arabic is an advantage.
  
  

Salary & Benefits

• Competitive Salary: 10,000 – 15,000 AED
• Work Visa sponsorship
• Medical insurance
• 30 days of paid annual leave
• Supportive team culture and modern facilities
  
  

Work Arrangement

• Full-time, on-site position (UAE-based)
  
  

Why Join Us?

Take charge of the full aftersales cycle, from servicing to complaints.

Join a dealership focused on quality, trust, and long-term customer relationships.

Lead a motivated service team where your decisions drive customer satisfaction.

Build a career with a stable, growth-oriented automotive group.

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