Service Advisor - Toyota and Lexus Aftersales

AlFuttaim; Abu Dhabi; On-site; AED 100,000 - 134,000; Full time

Job summary

Al-Futtaim is seeking a customer-focused Service Advisor to support Toyota and Lexus aftersales operations in Abu Dhabi. You will manage customer interactions, understand service requirements, and explain completed repairs and costs at delivery, while building long-term relationships and contributing to branch revenue through thoughtful service recommendations.

The role requires 3–5 years in automotive service, a Diploma or Bachelor's in Engineering, and strong communication in English (Arabic

Qualifications

• 3 to 5 years of automotive industry experience, preferably in a similar service role.
• Diploma or Bachelor’s degree in Automobile Engineering or Mechanical Engineering.
• Experience in customer handling and service processes is required.
• Knowledge of SAP and MS Office tools is advantageous.
• Strong communication and English language skills; basic Arabic is a plus.

Responsibilities

• Build and maintain long-term customer relationships throughout the aftersales journey.
• Explain service requirements, repairs, and costs to customers at delivery.
• Coordinate with reception, aftersales, and workshop teams to ensure smooth service delivery.
• Upsell relevant maintenance and repair services while controlling discounts.
• Maintain accurate service documentation and ensure data accuracy across records.
• Support achievement of service revenue targets and customer satisfaction metrics.

Skills

Customer relationship management

Communication skills

English proficiency

Arabic basics

Team coordination

Education

Diploma in Automobile Engineering

Bachelor's degree in Automobile/Mechanical Engineering

Tools

SAP

Microsoft Office

Job description

Service Advisor - Toyota and Lexus Aftersales Job Snapshot

Role: Service Advisor - Location: Abu Dhabi, United Arab Emirates - Industry: Automotive - Function: Vehicle Repair and Maintenance - Experience: 3 to 5 years of automotive industry experience, preferably in a similar service role - Job Type: Full Time - Work Arrangement: On-site

Al-Futtaim is seeking a customer-focused Service Advisor to support Toyota and Lexus aftersales operations in Abu Dhabi, United Arab Emirates. As a representative of the Toyota and Lexus brands, the Service Advisor will manage customer interactions throughout the vehicle servicing process, from understanding service requirements to explaining completed repairs and associated costs at vehicle delivery. The role focuses on building long-term customer relationships, improving Customer Service Value (CSV) and Net Promoter Scores (NPS), and contributing to branch revenue through effective service recommendations, upselling and discount control. The successful candidate will work closely with Reception Managers, Aftersales Managers, Workshop Teams and the Production Team to coordinate service activities, provide timely customer updates and support right-first-time repairs. The position requires flexibility to work extended hours when necessary to fulfil customer commitments.

Job Details

Country: United Arab Emirates
City: Abu Dhabi
Industry: Automotive
Function: Vehicle Repair and Maintenance
Salary: Not disclosed
Gender: No Preference
Candidate Nationality: Not specified
Job Type: Full Time
Work Arrangement: On-site

What You Will Do

Customer Relationship Management

• Build and maintain long-term customer relationships to strengthen loyalty and retention.
• Represent the Toyota and Lexus brands professionally throughout the aftersales customer journey.
• Understand customer concerns, vehicle service requirements and expectations through effective consultation.
• Maintain active customer engagement throughout the servicing process.
• Handle customer complaints professionally and work toward satisfactory resolution.
• Support improvements in Customer Service Value and Net Promoter Scores through responsive and reliable service.
• Coordinate customer requirements with relevant aftersales and workshop personnel.
• Promote customer confidence through clear communication, accountability and consistent service standards.

Service Consultation and Workshop Coordination

• Consult with customers to identify vehicle concerns and required maintenance or repair services.
• Communicate customer requirements accurately to the appropriate workshop personnel.
• Coordinate with the Production Team to monitor vehicle service progress.
• Provide customers with timely updates on repair status and expected delivery.
• Work with Reception Managers, Aftersales Managers and Workshop Teams to support efficient service delivery.
• Maintain customer engagement throughout the repair process to support right-first-time service outcomes.
• Help ensure customer commitments are fulfilled through effective coordination and follow-up.

Sales and Revenue Performance

• Contribute to monthly service revenue targets through appropriate service recommendations and upselling.
• Apply effective discount control to support financial objectives.
• Identify relevant service opportunities based on customer needs and vehicle requirements.
• Communicate the value of recommended maintenance and repair services clearly.
• Support achievement of budgeted service and sales targets.
• Balance commercial objectives with customer satisfaction and long-term retention.

Vehicle Delivery and Customer Communication

• Explain completed maintenance and repair work to customers at vehicle delivery.
• Provide clear information about the costs associated with completed services.
• Ensure customers understand the work performed and the value of the services provided.
• Address customer questions relating to repairs, service recommendations and billing.
• Maintain professional communication throughout the vehicle handover process.
• Support customer satisfaction by providing accurate and understandable service information.

Documentation and Administrative Accuracy

• Maintain accurate customer and service-related documentation.
• Ensure 100% data accuracy across required service documents.
• Support internal audit performance through complete and reliable records.
• Follow established administrative procedures throughout the customer service process.
• Maintain consistency between customer requirements, service information and related documentation.

Policy and Brand Compliance

• Comply with applicable Standard Operating Procedures, company policies and distributor programs.
• Follow Toyota and Lexus aftersales service standards and customer experience requirements.
• Maintain consistent service practices in accordance with organizational procedures.
• Support customer retention and revenue performance through responsible adherence to brand and company policies.
• Coordinate effectively with internal teams to maintain operational efficiency and service quality.

Required Qualifications and Experience

Education

Diploma or Bachelor 's degree in Automobile Engineering or Mechanical Engineering.

Professional Experience

• 3 to 5 years of overall experience in the automotive industry.
• Experience in a similar automotive service role is preferred.
• Working knowledge of automotive service processes and customer handling.
• Understanding of customer relationship management and retention practices.
• Ability to coordinate effectively with workshop and aftersales teams.

Technical and Systems Knowledge

• Technical proficiency in automotive maintenance and service processes.
• Working knowledge of Microsoft Office applications.
• Working knowledge of SAP.
• Ability to understand customer vehicle concerns and communicate service requirements.
• Knowledge of service documentation and operational procedures.
• Commercial awareness relating to service upselling, discount control and revenue targets.

Required Skills and Competencies

• Strong customer relationship management and customer retention skills.
• Excellent customer handling and interpersonal abilities.
• Good communication skills in English and basic Arabic.
• Ability to explain technical service information clearly to customers.
• Customer-oriented approach with a commitment to service quality.
• Effective complaint handling and problem-solving capabilities.
• Strong coordination and teamwork skills.
• Financial awareness and ability to contribute to service revenue objectives.
• Attention to detail and commitment to documentation accuracy.
• Honest, responsible and culturally sensitive professional conduct.
• Ability to work collaboratively with reception, aftersales and workshop colleagues.
• Flexibility to work extended hours when required to meet customer commitments.

What Equips You for the Role

The ideal candidate combines automotive technical knowledge with strong customer service and relationship management capabilities. You should be confident discussing vehicle service requirements, coordinating with workshop teams and keeping customers informed throughout the repair process. Success in this role requires a commitment to customer satisfaction, accurate service documentation, effective revenue contribution and consistent compliance with Toyota and Lexus aftersales standards.

About Al-Futtaim

Al-Futtaim is a diversified regional business group with operations across automotive, financial services, real estate, retail and healthcare. The Group's automotive operations represent established international vehicle brands, including Toyota and Lexus. Through its automotive aftersales activities, Al-Futtaim focuses on delivering reliable customer service, maintaining strong customer relationships and supporting high standards of vehicle maintenance and repair.