Service Advisor - Commercial Vehicles | Al-Futtaim Automotive | FAMCO

Al-Futtaim; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A diversified regional business in Dubai is seeking a candidate for customer relationship management in the automotive sector. The ideal candidate will have a diploma in automobile or mechanical engineering, 3-5 years of experience in a similar service role, and strong customer handling skills. Responsibilities include managing customer complaints, building loyalty, and achieving financial objectives through service excellence. English and basic Arabic communication skills are necessary.

Qualifications

• 3 to 5 years overall experience with the automotive industry, preferably in a similar service role.
• Conversant English & basic Arabic speaking.

Responsibilities

• Build long-term relationships with customers to ensure customer retention & loyalty.
• Achieve financial objectives by upselling & discount control to meet monthly revenue targets.
• Effectively manage customer complaints to satisfactory closure.

Skills

Customer handling skills

Good communication skills

Technically proficient

Product and process knowledge

Education

Diploma or Bachelor of Automobile / Mechanical Engineering

Tools

MS Office

SAP

Job description

Job Requisition ID : 171812

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview of the role

This role is the representation of the brand & division to the customer, and maintains customer relations to ensure an end-to-end engaged Aftersales customer journey, that leads to revenue achievement & 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 the vehicle is fixed right the first time.
• Coordinate with the Production Team to ensure timely progress updates of the 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 a 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

• Diploma or Bachelor of Automobile / Mechanical Engineering.
• 3 to 5 years overall experience with the automotive industry, preferably in a similar service role.
• Working knowledge of MS office, SAP knowledge preferred.
• Customer handling skills.
• Good communication skills.
• Conversant English & basic Arabic speaking.
• Technically proficient.
• Product and process knowledge

About the team

Our team is dedicated to delivering exceptional customer service and ensuring a seamless aftersales experience. You will work closely with customers, Reception Managers, Aftersales Managers, and Workshop Teams to achieve our service and sales revenue targets. This role requires a high level of customer relationship skills to increase customer retention and loyalty. Our team values collaboration, dedication, and a commitment to excellence, and we are looking for someone who shares these values to join us.

What equips you for the role

• Customer oriented.
• Honest and responsible.
• Culturally sensitive.
• Good teamwork.
• Excellent interpersonal skills