Service Advisor

3 days ago

Dubai, Dubai, United Arab Emirates Ali and sons Full time

Ali & Sons is a leading automotive organization committed to delivering exceptional customer experiences and high-quality aftersales services. We are currently seeking a customer-focused and detail-oriented Service Advisor to act as the primary point of contact between our customers and the workshop, ensuring seamless service delivery, clear communication, and high levels of customer satisfaction.

The Service Advisor is responsible for managing the complete service process—from vehicle reception and job card preparation to customer communication and follow-up. This role ensures accurate documentation, effective coordination with workshop teams, and timely updates to customers while meeting key performance indicators related to sales, customer satisfaction, and operational efficiency.

Key Responsibilities

  • Prepare pre-orders and DMS job cards by accurately capturing customer details, vehicle information, and customer concerns.
  • Record detailed notes, comments, and markings on pre-orders, highlighting any damages or missing items.
  • Obtain customer signatures on job cards and ensure proper documentation.
  • Coordinate with the Foreman to determine the scope of work required and prepare job cards accordingly.
  • Keep customers informed through regular follow-up calls and status updates.
  • Maintain and update the Work in Progress (WIP) report on a regular basis.
  • Support and assist fellow Service Advisors when required.
  • Conduct preliminary evaluations to determine warranty coverage, customer-paid work, or internal repairs.
  • Obtain prior customer approval for repairs when required and retain documented approval evidence.
  • Review customer service history to identify previous or recurring repair requests.
  • Advise customers on required services and the overall performance of their vehicles.
  • Coordinate with the Customer Relations Representative (Aftersales) to resolve customer complaints effectively.
  • Perform additional duties as assigned by the Service Manager.
  • Maintain a professional attitude, appearance, and customer-focused approach at all times.
  • Safeguard company assets and ensure a clean, organized work environment.
  • Adhere strictly to health, safety, and company procedures.
  • Work towards achieving KPIs, including:
  • Labor and Parts Sales
  • Customer Satisfaction Index (CSI) results
  • Online Training completion
  • WIP Unjustified Job Cards

Qualifications & Experience

  • Minimum 3 years of relevant experience in a Service Advisor or similar automotive aftersales role.
  • Strong customer service and communication skills.
  • Fluency in English is required
  • Valid driving license is mandatory.
  • Familiarity with DMS systems and automotive service processes is an advantage.

Why Join Us?

  • Be part of a reputable and established automotive group.
  • Work in a customer-centric, professional, and performance-driven environment.
  • Opportunity for career growth and continuous learning.
  • Exposure to high-quality automotive brands and structured processes.
  • Competitive compensation and benefits aligned with experience.

Job Type: Full-time

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