National Customer Service Representative | Al-Futtaim Automotive | FAMCO

Job Requisition ID: 156149 

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
The Customer Support Representative (CSR) is responsible for ensuring all clients who purchase Volvo and other equipment from FAMCO are offered the full range of parts and service support available from the company. The CSR is tasked with maximizing sales opportunities for all company products' parts and services, working closely with other internal teams.

What You Will Do

• Act as the first point of contact between the customer and the branch aftermarket personnel
• Manage all requests for parts and service
• Ensure smooth information flow and customer satisfaction throughout the process
• Monitor accuracy of parts supplied and quality of service carried out
• Participate in departmental planning and strategy meetings
• Maintain effective customer coverage 
• Actively prospect and follow up to identify and develop new accounts
• Attend new equipment deliveries where practical
• Monitor customers’ parts and service requirements for timely job completion and delivery
• Maintain good customer relations and assist in resolving disputes
• Promote a professional image to staff and customers
• Identify and act on sales opportunities through presentations, quoting, and follow-up
• Collaborate with Head Office Technical and Support staff to identify and deliver sales solutions
• Prepare and present accurate estimates or service quotes to customers

Required Skills to Be Successful

• College Degree with a major in Marketing or related field
• Experience in a parts and service environment within the heavy equipment industry
• Background in sales is an advantage
• Technical knowledge of heavy equipment
• Strong computer literacy (MS Word, Excel, email, internet)
• Excellent written and verbal communication skills
• Results-oriented and able to meet performance targets
• Strong commercial acumen and business awareness
• Customer-focused approach and proactive mindset
• High energy levels and consistent productivity
• Analytical skills for information management and trend identification
• Integrity, reliability, and ethical conduct
• Strong planning and organizational skills
• Effective problem-solving and timely decision-making

About the Team

The CSR will collaborate with Aftersales Regional Managers, Regional Managers – Parts & Service, the Parts Team, Workshop Staff, and the Sales Team. The role requires close coordination with internal departments, suppliers, and customers to deliver high-quality service and support.

What Equips You for the Role

• Proven experience in a demanding parts and service environment within the heavy equipment industry
• Strong technical and customer service background
• High computer proficiency and effective communication
• Ability to drive performance, customer satisfaction, and business growth
• Strong decision-making, planning, and integrity-driven work ethi

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.