National service Advisor

7 months ago


Abu Dhabi, United Arab Emirates Al-Futtaim Full time

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 world's 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**:
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.

**What you will do**:

- Build long-term relationships with customers to ensure customer retention & loyalty
- Achieve financial objectives by upselling & discount control, to meet monthly revenue targets.
- 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.
- 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 ontime-delivery commitment.
- 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.
- Effectively manage customer complaints to satisfactory closure of all complaints, to sustain & improve the Customer Service Value & Net Promoter Scores.
- Active compliance to all Standard Operating Procedures, Company policies & Distributor Programs to ensure consistency in the customer experience.

**Required skills to be successful**:

- 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

**About the team**:
Working in a fast-paced environment and reporting to the Branch Reception Manager

**What equips you for the role**:
Diploma or High school of Automobile /Mechanical Engineering.

3 to 5 years overall experience with automotive industry, preferably in a similar service role.

Additional Internal Information:

- Reports to: Reception Manager
- Band: E

**Note:

- **

You must have been an Al-Futtaim employee for at least 18 months in order to be considered.



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