Service Advisor

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:
This role is the representation of the brand & division to the customer, and
maintains customer relations to ensure an end-to-end engaged Aftersales
customer journey, that leads to revenue achievement & customer retention.

What you will do:
* Build long-term relationships with customers to ensure customer retention & loyalty.
* Achieve financial objectives by upselling & discount control, to meet monthly revenue targets.
* Actively engage with the customer through consultation on customer needs & service requirements, through the whole service process, in order to ensure vehicle is fixed right the first time.
* Coordinate with the Production Team to ensure timely progress update of Vehicle to customers at all times to keep the customer informed and to maintain the on-time-delivery commitment.
* At the time of delivery (of the vehicle), ensure that the customer is provided detailed explanation of all work performed & cost associated with those repairs, for the customers to understand the value-addition of services rendered by the business.
* Effectively manage customer complaints to satisfactory closure of all complaints, to sustain & improve the Customer Service Value & Net Promoter Scores.
* Active compliance to all Standard Operating Procedures, Company policies & Distributor Programs to ensure consistency in the customer experience.

Required Skills to be successful:
* Working knowledge of MS office, SAP knowledge preferred,
* Customer handling skills
* Good communication skills.
* Conversant English & basic Arabic speaking
* Technically proficient
* Product and process knowledge
About the Team:
You will be working in a fast-paced and diverse team and reporting directly to
the After Sales Manager

What equips you for the role:
* Diploma or Bachelor of Automobile /Mechanical Engineering.
* ‎3 to ‎5 years overall experience with automotive industry, preferably in a similar service role.
* UAE driving license will be a plus

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.