وصف الوظيفة
Role Overview
Service Advisor at Ali & Sons Holding LLC. This is an aftersales support role serving as the primary point of contact between customers and the workshop.
Company Overview
Ali & Sons is one of the UAE's most respected and diversified business groups, operating internationally recognized automotive brands with advanced aftersales operations.
Role Purpose
Provide professional aftersales support by acting as the primary point of contact between customers and the workshop, ensuring accurate job documentation, effective repair coordination, and exceptional customer service throughout the vehicle service process.
Key Responsibilities
Customer Service & Communication
- Welcome customers professionally and record their vehicle concerns accurately.
- Advise customers on the recommended maintenance and repair requirements for their vehicles.
- Provide customers with professional guidance on the overall condition and performance of their vehicles.
- Ensure timely communication with customers throughout the repair process and keep them informed of repair progress.
- Deliver an exceptional customer experience while maintaining high levels of customer satisfaction and loyalty.
Job Documentation & Coordination
- Prepare and complete job cards by entering customer information, vehicle details, and service requirements.
- Coordinate with the Workshop Foreman to assess repair requirements and determine the scope of work.
- Obtain customer approval and signature on job cards before commencing repairs.
- Review the vehicle's service history to identify previous repairs or recurring concerns.
- Maintain accurate customer and service records in the dealership management system.
Warranty & Authorization Management
- Conduct a preliminary assessment to determine whether repairs are covered under warranty or are customer-pay repairs.
- Obtain customer authorization for additional repairs whenever required.
Customer Relations & Support
- Coordinate with the Customer Relations Representative (After Sales) to resolve customer concerns and complaints effectively.
- Perform other duties and responsibilities as assigned by the Reception Supervisor or Service Manager.
Qualifications & Experience
- Minimum 4 years of relevant experience as a Service Advisor or in a similar automotive aftersales role.
- Bachelor's Degree in Mechanical Engineering.
Skills & Competencies
Technical & Automotive Knowledge
- Strong understanding of automotive servicing, repairs, and vehicle maintenance.
- Experience preparing job cards, repair orders, and service documentation.
- Knowledge of warranty procedures, repair approvals, and customer service processes.
- Ability to coordinate effectively with workshop teams, technicians, and foremen.
- Strong problem-solving skills with the ability to advise customers on vehicle maintenance requirements.
Software & Systems
- Computer literate with experience using dealership management systems and standard Microsoft Office applications.
Language
- Fluency in both English and Arabic is essential.
Personal Attributes
- Excellent customer service and interpersonal skills.
- Strong communication abilities.
- Attention to detail.
- Organizational skills.
- Professionalism.
- Problem-solving capability.
- Ability to work efficiently in a fast-paced automotive environment.
Additional Information
Work Environment & Culture
- Professional and collaborative work environment.
- Opportunities for learning, development, and career growth.
- Exposure to internationally recognized automotive brands and advanced aftersales operations.
- Culture that values teamwork, professionalism, and continuous improvement.
- Opportunity to contribute to delivering outstanding customer satisfaction and service excellence.
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