Reception Supervisor - Automotive Aftersales

AlFuttaim; Abu Dhabi; Sur place; AED 33 000 - 55 000; Plein temps

Résumé du poste

Al-Futtaim Automotive is seeking an experienced Reception Supervisor to lead automotive service reception operations at the Aftersales Service Centre in Dubai Investments Park, Dubai, UAE. The role reports to the Aftersales Manager and will oversee a team of 5-10 reception staff, coordinating with workshop personnel, parts, and warranty stakeholders to ensure a professional vehicle servicing experience.

The ideal candidate has 5-7 years in automotive customer service or reception, at least 2

Qualifications

• Bachelor's degree or Diploma in Engineering.
• 5-7 years of experience in automotive customer service or service reception.
• At least 2 years of experience in a supervisory role.
• Strong knowledge of automotive aftersales reception operations.
• Experience using SAP or an equivalent dealer management system.
• Demonstrated ability to supervise, coach and motivate customer-facing teams.
• Experience managing customer concerns and service escalations.
• Understanding of automotive warranty and parts coordination processes.
• Knowledge of HSSE requirements.
• Fluency in English.

Responsabilités

• Oversee service reception operations and supervise reception team activities.
• Coordinate workloads and allocate tasks to receptionists and Service Advisors.
• Maintain an organized, efficient customer reception process and professional service delivery.
• Monitor and improve job-card creation, communication, and closure.
• Ensure clear customer communication and timely service progress updates.
• Coordinate with workshop, parts and warranty teams for efficient service.
• Lead performance monitoring and drive continuous improvements in reception quality.

Connaissances

supervisory leadership

customer service

communication

english fluency

Formation

Bachelor's degree or Diploma in Engineering

Outils

SAP

Dealer Management System

Description du poste

Reception Supervisor - Automotive Aftersales Job Snapshot

Location: Dubai, United Arab Emirates

Industry: Automotive

Function: Customer Support-Client Care

Experience: 5-7 years in automotive customer service or reception, including at least 2 years in a supervisory role

Job Type: Full Time

Work Arrangement: On-site

Al-Futtaim Automotive is seeking an experienced Reception Supervisor to lead automotive service reception operations for BYD at its Aftersales Service Centre in Dubai Investments Park (DIP), Dubai, United Arab Emirates. The Reception Supervisor will oversee daily customer reception activities, supervise Service Advisors and receptionists, and ensure an efficient customer journey throughout the vehicle servicing process. The role involves coordinating team workloads, monitoring job-card accuracy, managing customer communication and escalations, and maintaining compliance with company and original equipment manufacturer (OEM) standards. Reporting to the Aftersales Manager, you will lead a team of approximately 5-10 receptionists and Service Advisors while working closely with workshop personnel, parts teams and warranty stakeholders. The successful candidate will have strong automotive aftersales experience, proven supervisory skills and the ability to maintain high customer service, operational quality and safety standards.

Job Details

• Country: United Arab Emirates
• City: Dubai
• Industry: Automotive
• Function: Customer Support-Client Care
• Salary: Not disclosed
• Gender: No Preference
• Candidate Nationality: Not specified
• Job Type: Full Time
• Work Arrangement: On-site

Key Responsibilities

• Service Reception Operations
  • Supervise the daily activities of the automotive service reception team.
  • Coordinate and allocate work among receptionists and Service Advisors.
  • Maintain an organized and efficient customer reception process.
  • Ensure customers receive professional assistance during service visits.
  • Monitor reception workflows and address operational delays.
  • Coordinate with workshop colleagues to support efficient vehicle servicing.
  • Maintain consistent service reception standards in accordance with company requirements.
• Job Card Management
  • Oversee the accurate creation, communication and closure of service job cards.
  • Ensure job-card information is recorded correctly and processed within required timelines.
  • Monitor communication between Service Advisors and workshop personnel.
  • Identify documentation discrepancies and coordinate appropriate corrections.
  • Support efficient job-card processing throughout the service cycle.
  • Ensure relevant service information is communicated accurately to the appropriate teams.
• Customer Experience and Complaint Resolution
  • Monitor customer communication and service updates.
  • Ensure customers receive clear and timely information about service progress.
  • Support the resolution of customer complaints and escalated concerns.
  • Coordinate with relevant departments to address customer service issues.
  • Monitor customer satisfaction and complaint-resolution performance.
  • Identify recurring service concerns and recommend improvements.
  • Promote a professional and customer-focused reception environment.
• Warranty and Parts Coordination
  • Oversee reception‑related warranty processes in accordance with company and OEM requirements.
  • Monitor parts requests originating from service reception activities.
  • Coordinate with parts and warranty teams to support service requirements.
  • Ensure relevant information is communicated accurately between departments.
  • Follow established procedures for warranty‑related documentation and coordination.
  • Support efficient handling of customer enquiries involving parts availability and warranty matters.
• Team Leadership and Development
  • Lead and supervise approximately 5-10 receptionists and Service Advisors.
  • Allocate responsibilities according to operational requirements.
  • Coach team members to strengthen customer handling and service communication skills.
  • Monitor individual and team performance against established key performance indicators.
  • Provide guidance to improve service quality and operational efficiency.
  • Motivate employees to maintain professional customer service standards.
  • Support continuous development of reception and service advisory capabilities.
• Performance Monitoring and Improvement
  • Track reception performance and customer satisfaction trends.
  • Review relevant service reception key performance indicators.
  • Identify operational issues affecting customer experience or service efficiency.
  • Recommend practical improvements to reception workflows.
  • Support the achievement of customer satisfaction and business performance objectives.
  • Communicate relevant performance findings to the Aftersales Manager.
• Quality, Safety and Compliance
  • Maintain Health, Safety, Security and Environment (HSSE) standards within the service reception area.
  • Ensure reception operations follow applicable company and OEM procedures.
  • Monitor the presentation and organization of the customer reception environment.
  • Reinforce quality assurance requirements across daily reception activities.
  • Identify and report relevant safety or compliance concerns.
  • Promote consistent adherence to established operational standards.

Required Qualifications and Experience

• Bachelor's degree or Diploma in Engineering.
• 5-7 years of experience in automotive customer service or service reception.
• At least 2 years of experience in a supervisory role.
• Strong knowledge of automotive aftersales reception operations.
• Experience using a dealer management system such as SAP or an equivalent platform.
• Demonstrated ability to supervise, coach and motivate customer‑facing teams.
• Experience managing customer concerns and service escalations.
• Understanding of automotive warranty and parts coordination processes.
• Knowledge of Health, Safety, Security and Environment requirements.
• Fluency in English.
• Arabic, Urdu or Hindi communication skills are an advantage.

Required Skills and Competencies

• Automotive Aftersales Operations
  • Strong understanding of automotive service reception processes.
  • Knowledge of service job‑card creation, processing and closure.
  • Familiarity with workshop coordination and customer service workflows.
  • Understanding of warranty and parts‑request procedures.
  • Ability to maintain compliance with company and OEM service standards.
• Leadership and Team Management
  • Proven supervisory and team leadership skills.
  • Ability to coordinate workloads and allocate responsibilities effectively.
  • Strong coaching and employee development capabilities.
  • Ability to motivate receptionists and Service Advisors.
  • Experience monitoring team performance and service quality.
  • Commitment to maintaining a collaborative working environment.
• Customer Service and Communication
  • Excellent customer service and interpersonal skills.
  • Ability to communicate clearly with customers and colleagues.
  • Strong complaint‑handling and conflict‑resolution abilities.
  • Professional approach to managing customer escalations.
  • Ability to maintain positive customer relationships.
  • Fluency in English, with Arabic, Urdu or Hindi considered an advantage.
• Systems and Administrative Skills
  • Experience using SAP or an equivalent dealer management system.
  • Ability to monitor service job‑card accuracy and processing.
  • Strong attention to detail in customer and service documentation.
  • Ability to track operational performance and customer satisfaction indicators.
  • Organized approach to reception administration and reporting.
• Problem‑Solving and Quality Management
  • Strong analytical and problem‑solving abilities.
  • Ability to identify operational inefficiencies and recommend improvements.
  • Sound judgment when resolving customer and workflow concerns.
  • Commitment to quality assurance and service consistency.
  • Understanding HSSE requirements in an automotive service environment.

About the Aftersales Service Centre Team

The Reception Supervisor will join the Aftersales Service Centre team at Dubai Investments Park and report directly to the Aftersales Manager. The position involves supervising approximately 5-10 receptionists and Service Advisors while coordinating with workshop personnel, parts teams and warranty stakeholders. The team is responsible for delivering a professional vehicle servicing experience through accurate service documentation, timely customer communication and efficient operational coordination. Success in this role requires strong leadership, attention to service quality and a consistent focus on customer satisfaction.

About BYD and Al-Futtaim Automotive

BYD is a global automotive and technology company specializing in electric mobility, battery innovation and sustainable transportation solutions. Guided by its mission, "Technological Innovations for a Better Life," BYD develops technologies that support the transition toward zero-emission mobility. As part of Al-Futtaim Automotive's operations in the UAE, BYD contributes to the development of electric vehicle mobility and related customer services. Al-Futtaim Automotive operates across eight countries in the Middle East, Asia and North Africa, representing a portfolio of more than 25 international brands. Its operations cover passenger vehicles, commercial vehicles and industrial equipment, supported by integrated logistics, leasing, aftersales and financial services. With more than 9,000 colleagues, Al-Futtaim Automotive focuses on innovation, digital transformation and customer experience.

About Al-Futtaim Group

Established in the 1930s, Al-Futtaim Group is a privately held regional business headquartered in Dubai, United Arab Emirates. The Group operates across more than 20 countries through its automotive, financial services, real estate, retail and healthcare businesses. With more than 40,000 employees, Al-Futtaim represents over 200 international brands, including Toyota, Lexus, IKEA, ACE and Marks and Spencer. The Group focuses on digital innovation, artificial intelligence, sustainable growth and strategic partnerships to create long-term value for customers, communities and business partners.