UAE National Service Advisor Toyota Lexus Sharjah Al-Futtaim Automotive

Overview Of The Role:

• The Service Advisor plays a pivotal role in representing the brand and division to customers, maintaining customer relations to ensure an engaged Aftersales journey. This involves building and sustaining customer loyalty and retention through effective management of service delivery processes, from consultation to vehicle delivery.
• As a revenue-generating position, the Service Advisor is responsible for achieving monthly revenue targets through upselling and discount management. The role demands close interaction with customers, Reception Managers, Aftersales Managers, and Workshop Teams to ensure seamless service delivery.
• Success in this role is measured through Customer Service Value scores, Net Promoter Scores, and meeting financial objectives. The position requires extended hours to meet commitments and achieve optimal scores in dealer clinic activities.

Customer Relationship Management

• Build long-term relationships with customers to ensure customer retention and loyalty.
• Effectively manage customer complaints to satisfactory closure to sustain and improve Customer Service Value and Net Promoter Scores.
• Ensure customers are informed about progress updates and maintain on-time delivery commitments.
• Provide detailed explanations of work performed and associated costs to customers to demonstrate value addition.

Sales and Revenue Targets

• Achieve financial objectives by upselling and discount control to meet monthly revenue targets.
• Comply with Standard Operating Procedures, Company policies, and Distributor Programs to maintain consistency in customer experience.
• Contribute to achieving budgeted service and sales revenue targets every month.
• Engage with customers to consult on service requirements and ensure the vehicle is fixed right the first time.

• Strong customer relationship and handling skills.
• Technical proficiency in automotive service processes.
• Familiarity with MS Office; SAP knowledge preferred.
• Effective communication skills in English and basic Arabic.

• Diploma or Bachelor of Automobile/Mechanical Engineering.
• 3 to 5 years of experience in the automotive industry, preferably in a similar service role.
• Knowledge of MS Office and SAP is preferred.
• Technical proficiency is essential.
• Customer handling skills and good communication abilities.
• Conversant in English and basic Arabic.
• Product and process knowledge.
• Culturally sensitive and committed to teamwork.