Service Advisor
Overview of the role:
The service advisor plays a crucial role in ensuring a professional customer journey, driving customer retention, and contributing to the company's profitability. Through effective implementation of customer service standards, adherence to quality measures, and proactive sales strategies, the advisor supports both customer satisfaction and business growth. This position requires a focus on outcomes, including maintaining performance indicators above set thresholds, while also ensuring compliance with health and safety standards. Continuous learning and upgrading of skills are essential to keeping pace with industry innovations and maintaining high service quality.
What you will do:
- Ensure customer retention by implementing AF standard and principle process, aiming for an excellent net promoter score.
- Execute customer service values and AF values consistently, achieving a good customer service value.
- Maintain quality at all times, targeting a first response fix time.
- Increase profitability through sales and upselling incremental packages, including products and services offered by the company.
- Implement 5S at the workplace to ensure organization and efficiency.
- Perform all duties and responsibilities as outlined in the business SOP, maintaining a high personal development rating.
- Ensure compliance with the company's health and safety requirements to prevent harm to personnel and the environment.
- Continuously upgrade skills with new technology, work procedures, time standards, and technical know-how to enhance productivity and quality, as measured by training module and certification standards.
Required skills to be successful:
- Excellent customer service skills with a focus on retention and satisfaction.
- Strong sales and upselling capabilities in automotive services.
- Proficient in quality assurance practices and performance monitoring.
- Ability to implement and maintain organizational systems like 5S.
What qualifies you for the role:
- Diploma or degree in engineering (mechanical/automobile).
- 3 years of experience in a customer service role.
- Proficient knowledge of body parts and general mechanical components of body and paint repair will be an advantage.
- Familiarity with health and safety compliance protocols in an automotive service environment.
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 and 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.