Service Advisor

Role Overview

Service Advisor at Ali & Sons Holding LLC. This is a customer-facing role in the automotive aftersales environment, based in the UAE.

Company Overview

Ali & Sons is a leading automotive organization in the UAE focused on customer satisfaction, technical excellence, and continuous development in the automotive aftersales sector.

Role Purpose

To deliver exceptional customer service and coordinate vehicle servicing and repairs by accurately documenting customer requirements, managing job cards through the workshop, maintaining transparent communication, and driving customer satisfaction and retention.

Key Responsibilities

Customer Service & Communication

• Advise customers on appropriate servicing and maintenance requirements for their vehicles.
• Explain the overall vehicle condition and recommend necessary repairs or maintenance.
• Keep customers informed about vehicle status, repair progress, estimated completion, and any additional requirements.
• Conduct regular follow-up calls to ensure a positive customer experience.
• Maintain strong customer relationships to encourage retention and brand loyalty.

Job Card & Documentation Management

• Prepare pre-orders and DMS job cards accurately, including customer details, contact information, vehicle information, and reported concerns.
• Record customer comments, notes, and vehicle condition details, including any existing damages or missing items.
• Obtain the customer's signature on the job card before proceeding with the required work.
• Review the customer's service history to identify previous repairs, recurring concerns, and relevant maintenance requirements.

Warranty & Approval Management

• Conduct a preliminary assessment to determine whether repairs are covered under warranty or are customer-pay.
• Obtain prior customer approval for additional repairs and maintain appropriate approval records.

Workshop & Department Coordination

• Coordinate with the Foreman to determine the required work and prepare accurate job cards.
• Assist the Service Joiner Advisor whenever required to ensure smooth workshop operations.
• Coordinate with the Customer Relations Representative (Aftersales) to resolve customer complaints and concerns effectively.
• Work closely with the Workshop, Parts, and other relevant departments to ensure timely vehicle completion and delivery.

Operations & Reporting

• Maintain and regularly update WIP reports, ensuring job cards are progressed and closed appropriately.
• Contribute to achieving workshop labour and parts sales targets through effective customer communication and service recommendations.

Professional Standards

• Complete required online training and continuously develop knowledge of MG products, services, and technical aspects.
• Maintain a professional attitude and appearance at all times.
• Maintain company assets and ensure the work area is clean and organized.
• Adhere to all company policies, SOPs, and health and safety regulations.

Qualifications & Experience

• Minimum 3 years of relevant experience in a similar Service Advisor or automotive aftersales capacity.
• Bachelor's degree in any discipline or Diploma.
• Valid UAE driving license required.
• Relevant automotive or Service Advisor certification is preferred.

Skills & Competencies

Technical & Automotive Knowledge

• Strong understanding of automotive servicing, maintenance, and repair processes.
• Good knowledge of MG vehicles and their technical requirements.
• Ability to understand customer vehicle concerns and communicate repair/service requirements clearly.
• Knowledge of warranty and customer-pay repair processes is an advantage.

Computer & Systems

• Computer literate with the ability to work with DMS/workshop systems and standard computer applications.

Languages

• Fluency in English is required.
• Arabic is preferred.

Customer & Communication Skills

• Strong interpersonal and communication skills.
• Excellent customer service and relationship-building abilities.
• Strong negotiation and sales skills.
• Ability to explain technical information in a clear and customer-friendly manner.
• Strong complaint-handling and problem-solving skills.

Additional Information

• Develop your expertise in automotive aftersales and customer service.
• Gain exposure to MG vehicles and modern automotive technologies.
• Access professional training and development opportunities.
• Work in a collaborative and performance-driven environment.
• Build a long-term career in automotive aftersales.