Service Advisor - Commercial Vehicles Al-Futtaim Automotive FAMCO

Job Requisition ID: 171812

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 worlds 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:

• The Service Advisor acts as the face of the brand to the customer, focusing on building strong relationships to ensure customer retention and loyalty. This role involves engaging with customers throughout the service process, providing consultations on needs and service requirements to ensure vehicles are correctly fixed the first time, and managing complaints effectively. Critical to this position is achieving revenue targets through effective upselling and price control while adhering to company policies and procedures. Success in this role directly impacts the Customer Service Value and Net Promoter Scores, making it vital for maintaining customer satisfaction and loyalty.
  
  

What You Will Do:

Customer Relationship Management

• Build long-term relationships with customers to ensure customer retention and loyalty.
• Effectively manage customer complaints to satisfactory closure of all complaints, to sustain and improve the Customer Service Value and Net Promoter Scores (CRD complaints, CSV & NPS scores).
  
  

Sales and Revenue

• Achieve financial objectives by upselling and discount control to meet monthly revenue targets.
• This is a revenue-generating role crucial for achieving budgeted service and sales revenue targets.
• Coordinate with Production Team for timely updates to ensure on-time delivery commitment.
  
  

Customer Consultation and Education

• Actively engage with customers through consultation on their needs and service requirements, ensuring the vehicle is fixed right the first time (95% Fix it right score).
• At the time of vehicle delivery, provide detailed explanations of all performed work and associated costs to help customers understand the value-addition of services (CSV Scores - Transparency).
  
  

Compliance and Process Adherence

• Active compliance to all Standard Operating Procedures, Company policies, and Distributor Programs to ensure consistency in the customer experience (100% accuracy of data quality on all documents, internal audit scores).
  
  

Required Skills To Be Successful:

• Excellent customer relationship management skills to enhance CSV and NPS scores.
• Ability to meet financial objectives through upselling and effective revenue generation strategies.
• Proficiency in communicating effectively with both English and Arabic speaking customers.
• Strong team collaboration skills with different stakeholders including Reception Managers, Aftersales Managers, and Workshop Teams.
  
  

What Qualifies You For The Role:

• Diploma or Bachelor of Automobile/Mechanical Engineering.
• 3 to 5 years of overall experience in the automotive industry, preferably in a similar service role.
• Working knowledge of MS Office; SAP knowledge preferred.
• Proficiency in customer handling and communication skills, with fluent English and basic Arabic speaking ability.
• Technical proficiency in automotive services and associated processes.
  
  

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.

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