Service Advisor

Ali & Sons Holding LLC; Dubai; On-site; AED 60,000 - 90,000; Full time

Job summary

Ali & Sons Holding LLC in Dubai seeks an experienced Service Advisor to deliver a premium automotive aftersales experience. You will welcome customers, capture pre-orders, and coordinate with the workshop team to ensure timely repairs.

You will review service history, advise on maintenance, obtain approvals, and communicate progress and costs clearly while striving to meet CSI and sales targets.

Qualifications

• Minimum 3 years of relevant experience in a similar Service Advisor or automotive aftersales role.
• Bachelor's Degree in any discipline or Diploma.
• Valid UAE driving license is required.

Responsibilities

• Welcome customers professionally and create a positive showroom and workshop experience.
• Perform accurate write-up of pre-orders and DMS job cards with customer and vehicle details.
• Record customer comments and vehicle observations on the pre-order; obtain customer signature before work.
• Coordinate with the Foreman to plan work and prepare the job card.
• Review service history to identify prior repairs and maintenance needs; advise on services required.
• Explain vehicle performance and recommend maintenance or repairs; determine warranty vs customer-pay.
• Obtain customer approvals for repairs and track documentation.
• Keep customers updated on progress and delays; follow up as needed.
• Maintain WIP reports and support workshop with timely information.
• Collaborate with the workshop, parts, and After Sales teams to meet targets and satisfy customers.

Skills

Customer service

Communication

Sales orientation

Relationship building

Education

Bachelor's or Diploma

Tools

DMS

WIP reports

Job description

Key Responsibilities

• Welcome customers professionally and create a positive showroom and workshop experience.
• Perform accurate write-up of pre-orders and DMS job cards, including customer details, vehicle information, and customer concerns.
• Record customer comments, observations, and any existing vehicle damages or missing items on the pre-order.
• Obtain the customer's signature on the job card before commencing work.
• Coordinate with the Foreman to determine the required work and prepare the appropriate job card.
• Review the customer's service history to identify previous repairs, recurring concerns, and relevant maintenance requirements.
• Advise customers on the type of service and repairs required based on the vehicle's condition.
• Explain the vehicle's overall performance and recommend necessary maintenance or repair work.
• Conduct a preliminary assessment to determine whether repairs may be covered under warranty or are customer-pay.
• Obtain prior customer approval for repairs when required and maintain appropriate approval records.
• Keep customers regularly updated on the progress and status of their vehicles.
• Conduct timely follow-up calls and ensure customers are informed of any changes, delays, or additional repair requirements.
• Maintain and regularly update the Work in Progress (WIP) report.
• Assist the Service Joiner Advisor whenever required.
• Coordinate with the Customer Relations Representative (After Sales) to address and resolve customer complaints.
• Work closely with the workshop and parts teams to ensure smooth and timely completion of repair orders.
• Contribute to achieving workshop labour and parts sales targets.
• Maintain strong customer relationships and encourage customer retention and brand loyalty.
• Maintain a professional attitude and appearance at all times.
• Maintain company assets and ensure a clean and organized work environment.
• Adhere to all company SOPs, health and safety procedures, and applicable regulations.
• Perform other duties and responsibilities as assigned by the Service Manager.

Key Performance Indicators (KPIs)

• Labour and Parts Sales
• Customer Satisfaction Index (CSI) Results
• Completion of Online Training
• WIP – Unjustified Job Cards

Quality & Performance Standards

• Ensure accurate and complete job card documentation.
• Provide clear, professional, and timely communication to customers.
• Ensure customer approvals are obtained and properly documented before additional work is carried out.
• Minimize unjustified WIP job cards through effective follow-up and coordination.
• Deliver a high standard of customer service throughout the entire service journey.
• Demonstrate strong knowledge of MG vehicles and basic technical aspects to provide accurate advice to customers.
• Build trust and rapport with customers to support retention and long-term brand loyalty.
• Ensure all customer concerns and complaints are handled professionally and escalated appropriately when required.

What We're Looking For

Experience: Minimum 3 years of relevant experience in a similar Service Advisor or automotive aftersales capacity.

Education: Bachelor's Degree in any discipline or Diploma.

Driving License: Valid UAE driving license is required.

Automotive Knowledge:

• Strong understanding of automotive service and repair processes.
• Good knowledge of vehicle maintenance and technical requirements.
• Ability to understand customer vehicle concerns and communicate them effectively to the workshop team.
• Knowledge of MG vehicles and technical aspects of automobiles is an advantage.

Customer Service & Sales Skills:

• Strong customer relationship management skills.
• Proven ability to achieve labour and parts sales targets.
• Excellent follow-up and communication skills.
• Strong interpersonal, negotiation, and problem-solving abilities.
• Customer-focused and target-oriented approach.

Computer Skills: Computer literate with the ability to use DMS, WIP reports, and standard computer applications.

Languages: Fluency in English is essential; Arabic language skills are preferred.

Certification / Training: Relevant automotive or customer service certification is preferred.

Why Join Ali & Sons?

At Ali & Sons, we are committed to excellence, customer satisfaction, and delivering a premium automotive aftersales experience. As part of a leading UAE business group, you will benefit from:

• A professional and customer-focused automotive environment.
• Opportunities for learning, development, and career growth.
• Exposure to internationally recognized automotive brands and workshop operations.
• A performance-driven culture focused on customer satisfaction and business results.
• Opportunities to strengthen your automotive and customer relationship expertise.
• A platform to build a successful long-term career in automotive aftersales.

Ready to Build Your Career with Ali & Sons?

If you are an experienced Service Advisor with strong automotive knowledge, excellent customer service skills, and a proven ability to achieve sales and CSI targets.