Parts Advisor | Al-Futtaim Motors | Toyota Fujairah

Job Requisition ID: 175841 

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

• The Service Advisor acts as the brand's ambassador to customers, playing a critical role in maintaining customer relations to ensure an engaged and seamless aftersales experience. This role is pivotal for achieving monthly revenue targets and enhancing customer retention through various strategies such as upselling, excellent service delivery, and handling customer complaints effectively. The Service Advisor coordinates with multiple departments, including Reception and Workshop Teams, and adheres to organizational policies to deliver consistent customer experiences.

Customer Relationship Management

• Build long-term relationships with customers to ensure customer retention and loyalty.
• Effectively manage customer complaints to satisfactory closure, sustaining and improving Customer Service Value and Net Promoter Scores.

Sales and Financial Performance

• Achieve financial objectives by upselling and discount control to meet monthly revenue targets.
• Engage customers through consultation on service requirements to ensure the vehicle is fixed right the first time, aiming for a 95% fix-it-right score.

Coordination and Communication

• Coordinate with the Production Team to ensure timely progress updates of the vehicle to customers, maintaining the on-time-delivery commitment.
• Provide customers with a detailed explanation of all work performed and associated costs at the time of vehicle delivery, enhancing the understanding of value-added services.

Compliance and Best Practices

• Maintain active compliance with all Standard Operating Procedures, Company policies, and Distributor Programs.
• Ensure 100% accuracy of data quality on all documents, impacting internal audit scores.

• Excellent customer handling and relationship management skills.
• Strong communication skills with fluency in English and basic Arabic.
• Technical proficiency with product and process knowledge.
• Ability to work collaboratively with diverse teams and manage extended hours when required.

• Diploma or Bachelor's degree in Automobile or Mechanical Engineering.
• 3 to 5 years of experience in the automotive industry, preferably in a service role.
• Proficiency in MS Office; SAP knowledge preferred.
• Fluency in English and basic Arabic.

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.