EV Service Advisor: Customer-Centric After-Sales Pro

Al-Futtaim; Dubai; On-site; AED 120,000 - 180,000; Full time

Job description

Job Requisition ID:168031

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:

• Build long-term relationships with customers to ensure customer retention & loyalty.
• Achieve financial objectives by upselling & discount control, to meet monthly revenue targets.
• 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.
• Coordinate with the Production Team to ensure timely progress update of Vehicle to customers at all times to keep the customer informed and to maintain the on-time-delivery commitment.
• At the time of delivery (of the vehicle), ensure that the customer is provided detailed explanation of all work performed & cost associated with those repairs, for the customers to understand the value-addition of services rendered by the business.
• Effectively manage customer complaints to satisfactory closure of all complaints, to sustain & improve the Customer Service Value & Net Promoter Scores.
• Active compliance to all Standard Operating Procedures, Company policies & Distributor Programs to ensure consistency in the customer experience.

Required Skills To Be Successful:

• Minimum 3 years experience with automotive industry, preferably in a similar service role related with EV's.
• Technical knowledge provides up-to-date technical information in response to customer inquiries.
• Excellent customer service, willing to go the extra mile.
• Strong English communications 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:

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

About Al-Futtaim Automotive

A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.

Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world’s most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.

We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences.

We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment.

What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path.

This is Al-Futtaim Automotive and we empower talent to move forward.