Service Advisor | Al-Futtaim Automotive | FAMCO

Job Requisition ID: 160382 

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:

We are looking for a dedicated and customer-oriented Service Advisor to join our team in the Aftersales department. This role is crucial in representing our brand and maintaining customer relations to ensure an engaged Aftersales customer journey, leading to revenue achievement and customer retention.

What you will do:

• Build long-term relationships with customers to ensure customer retention and loyalty.
• Actively engage with customers through consultation on their needs and service requirements, ensuring the vehicle is fixed right the first time.
• Coordinate with the Production Team to provide timely progress updates to customers and maintain the on-time delivery commitment.
• Provide detailed explanations of all work performed and associated costs at the time of vehicle delivery.
• Effectively manage customer complaints to satisfactory closure, sustaining and improving Customer Service Value and Net Promoter Scores.
• Ensure compliance with all Standard Operating Procedures, company policies, and distributor programs to maintain consistency in the customer experience.

Required skills to be successful:

• Diploma or Bachelor's degree in Automobile/Mechanical Engineering.
• 3 to 5 years of experience in the automotive industry, preferably in a similar service role.
• Working knowledge of MS Office; SAP knowledge preferred.
• Strong customer handling and communication skills.
• Proficiency in English and basic Arabic speaking.
• Technical proficiency and product/process knowledge.

About the team:

You will be part of a collaborative and supportive team that prioritizes customer orientation, integrity, responsibility, cultural sensitivity, teamwork, and excellent communication. Our team is committed to delivering top-tier service and ensuring high customer satisfaction across every interaction.

What equips you for the role:

• Proven experience in a service advisor role within the automotive industry.
• Strong understanding of customer relationship management and revenue generation.
• Ability to work extended hours to achieve targets and deliver on customer commitments.
• Excellent interpersonal skills and the ability to build and maintain relationships with stakeholders at all levels.

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.