Service Advisor | Al-Futtaim Automotive | FAMCO

Job Requisition ID: 169785 

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 Service Advisor role is expected to receive customers, note down exactly the jobs required, provide estimates with job explanations, prepare job cards, follow up on the jobs in the workshop, take approvals for additional repairs, inform any delays, deliver the vehicle, and explain the invoice to customers.

What you will do:

• Receive customers promptly and greet them with a smile.
• Ask open-ended questions and record customer requests without delay.
• Collect accurate symptoms of complaints from the customer for quick resolutions at the workshop.
• Empathize and clarify customer requests.
• Ensure adequate number of Repair Orders as per the business flow.
• Provide proper explanations of the content of work in detail.
• Check workshop situation and promise delivery time.
• Provide proper cost estimates and delivery time to customers.
• Ensure minimal return jobs from customers.
• Coordinate with the workshop foreman to ensure completion of repairs in time and update status to customers.
• Check and ensure accordance of invoice and work performed.
• Inform customers after work completion and agree on pick-up time.
• Deliver the vehicle in person and explain the job done and invoice.
• Ensure achievement of given revenue targets and promote value-added services.
• Obtain high standards of Customer Service Values and resolve customer concerns at the earliest time to ensure satisfaction.

Required skills to be successful:

• Diploma or Bachelor of Automobile/Mechanical Engineering.
• 3 to 5 years of overall experience with an automobile dealership, with a minimum of 3 years in the Service Department as a Service Advisor, preferably in Buses/Commercial Vehicles.
• Automotive dealer/distributor business processes knowledge.
• Working knowledge of MS Office and ERP skills.
• Customer handling skills and good communication skills.
• Logical thinking ability to understand the technical root cause of vehicle problems.
• Customer service-oriented, honest, responsible, culturally sensitive, and a team player

About the team:

The team plays a crucial role in achieving budgeted service and other sales revenue targets every month. They are responsible for maintaining consistent high Customer Service Values scores and AFAG Standards scores. The team demonstrates excellent customer handling and interpersonal skills

What equips you for the role:

• Proven experience in a similar role within the automotive industry.
• Strong technical knowledge and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to work in a fast-paced environment and handle multiple tasks efficiently.
• A proactive approach to customer service and a commitment to achieving high standards.

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.