Service Advisor | Al-Futtaim Automotive | BYD

Job Requisition ID: 172826 

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 primary representative of the brand to the customer and is pivotal in maintaining customer relations, ensuring a seamless and engaging Aftersales journey that leads to both revenue achievement and customer retention. This role significantly impacts Customer Service Value (CSV) and Net Promoter Scores (NPS) through high-level customer relationship skills and plays a crucial part in obtaining optimal scores in dealer clinic activities. Working closely with customers, reception managers, Aftersales managers, and workshop teams, the Service Advisor may be expected to work extended hours to meet targets and fulfill customer commitments.

Customer Relations

• Build long-term relationships with customers to ensure customer retention and loyalty.
• Actively engage with customers through consultation on their needs and service requirements throughout the service process.
• Effectively manage customer complaints to satisfactory closure, enhancing Customer Service Value and Net Promoter Scores.
• Coordinate with the Production Team to provide timely updates to customers, maintaining transparency and on-time delivery commitments.

Financial Objectives

• Achieve financial objectives by upselling and discount control to meet monthly revenue targets.
• Ensure customers are provided detailed explanations of services performed and associated costs at vehicle delivery.
• Contribute to achieving budgeted service and other sales revenue targets.

Compliance and Procedures

• Actively comply with all Standard Operating Procedures, company policies, and distributor programs to ensure consistent customer experience.
• Maintain 100% accuracy in data quality on all documents.
• Demonstrate adherence to internal audit standards and procedures.

• Customer relationship management skills.
• Effective communication and negotiation abilities.
• Technical proficiency in automotive services, including EVs.
• Compliance to standard operating procedures and policy adherence.

• Diploma or Bachelor of Automobile/Mechanical Engineering.
• 3 to 5 years of automotive industry experience, preferably in a similar service role related to EVs.
• Working knowledge of MS Office and SAP preferred.
• Good communication skills and customer handling abilities.

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.