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 A"rab 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 organisation 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.
JOB PURPOSE:
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.
Job Description :
1. Build long-term relationships with customers to ensure customer retention
& loyalty.
2. Achieve financial objectives by upselling & discount control, to meet
monthly revenue targets.
3. 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.
4. 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.
5. 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.
6. Effectively manage customer complaints to satisfactory closure of all
complaints, to sustain & improve the Customer Service Value & Net Promoter
Scores.
7. Active compliance to all Standard Operating Procedures, Company policies &
Distributor Programs to ensure consistency in the customer experience.
QUALIFICATIONS, EXPERIENCE, & SKILLS:
Minimum Qualifications and Knowledge:
Diploma or Bachelor of Automobile /Mechanical Engineering.
Minimum Experience:
3 to 5 years overall experience with automotive industry, preferably in a
similar service role.
Job-Specific Skills:
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
Behavioural Competencies:
Customer oriented
Honest and responsible,
Culturally sensitive
Good Team work
Excellent interpersonal skills
We 're here to provide excellent service but a little help from you can ensure
a five-star candidate experience from start to finish.
Before you click "apply": Please read the job description carefully to ensure
you can confidently demonstrate why this opportunity is right for you and
take the time to put together a well-crafted and personalised CV to further
boost your visibility. Our global Talent Acquisition team members are all
assigned to specific businesses to ensure that we make the best matches
between talent and opportunities. We not only consider the requisite
compatibility of skills and behaviours, but also how candidates align with our
Values of Respect, Integrity, Collaboration, and Excellence.
As part of our candidate experience promise, we also want to make ourselves
available to you throughout the application process. We make every effort to
review and respond to every application.