Requirements
Previous experience as an automotive Service Advisor or in a similar customer-facing automotive role is required. Strong technical knowledge of automotive repair and maintenance, along with proficiency in service management software and diagnostic tools, is essential. Excellent English communication skills are mandatory, with Arabic being a significant advantage.
Description
Job description / Role
Job Type
Full Time
Job Location
Dubai, UAE
Nationality
Any Nationality
Salary
Not Specified
Gender
Not Specified
Arabic Fluency
Not Specified
Job Function
Customer Service
Company Industry
Retail
Overview of the role:
The Service Advisor is responsible for managing the entire service journey for Dodge and Ram customers to ensure high levels of customer satisfaction and retention. As the primary link between customers and the workshop, the advisor must accurately diagnose vehicle requirements, provide clear and detailed repair quotes, and ensure a seamless service experience. This role is crucial in upholding Al-Futtaim brand values through excellent customer service and operational efficiency.
What you will do:
Customer interaction & relationship management
Greet customers warmly and professionally upon arrival at the service reception.
Conduct thorough vehicle walk-arounds to identify visible damage or specific customer concerns.
Listen actively to customer descriptions of vehicle symptoms to understand their needs accurately.
Manage customer expectations regarding vehicle drop-off, service duration, and cost.
Technical diagnosis & quoting
Liaise with the Workshop Foreman and Technicians to diagnose complex technical issues.
Utilize workshop data and technical bulletins to recommend necessary repairs and maintenance schedules.
Prepare accurate, detailed, and transparent cost estimates for both warranty and non-warranty work.
Explain technical terms to customers in a clear, understandable manner.
Aftersales & sales conversion
Promote value-added services, such as extended warranties, service contracts, and accessory fitting.
Cross-sell replacement parts and tires where necessary.
Achieve targets for Workshop Efficiency (Productivity) and Profitability (Absorption).
Ensure the uptake of 'First Visit Resolution' to maximize customer satisfaction.
Warranty & compliance
Process warranty claims in strict accordance with Stellantis (Dodge/Ram manufacturer) guidelines and time frames.
Ensure all documentation is compliant with Al-Futtaim and manufacturer policies.
Handle goodwill claims where applicable to support customer retention.
Operational excellence
Monitor the progress of vehicles throughout the day to ensure timely completion.
Coordinate with the parts department to ensure parts availability.
Conduct post-service follow-up calls to ensure customer satisfaction and address any feedback.
Maintain a clean and professional service reception area.
Required skills to be successful:
Excellent command of English (written and spoken); Arabic is a strong advantage.
Ability to identify sales opportunities without being aggressive.
High empathy and patience when dealing with stressed customers.
Ability to work in a fast-paced environment and handle high volumes during peak seasons.
What qualifies you for the role:
Previous experience in an automotive Service Advisor role or similar customer-facing position in the automotive industry.
Strong technical knowledge of automotive repair and maintenance operations.
Proficiency in using service management software and technical tools to diagnose vehicle issues.
Excellent communication skills in English; proficiency in Arabic is an advantage.
About the Company
Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.
The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.
The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.
Apply Now