Service Advisor

Role Overview

Service Advisor at Ali & Sons Holding LLC. Location not specified in the posting.

Company Overview

Ali & Sons is one of the UAE's most respected and diversified business groups, committed to excellence, innovation, and delivering exceptional customer experiences. The company operates internationally recognized automotive brands and provides professional aftersales operations.

Role Purpose

To provide professional and efficient aftersales service by acting as the key link between customers and the workshop, ensuring accurate job card management, effective repair coordination, regular customer communication, and achievement of workshop labour, parts sales, and Customer Satisfaction Index (CSI) targets while building long-term customer relationships and brand loyalty.

Key Responsibilities

Customer Reception & Assessment

• Welcome customers professionally and understand their vehicle concerns and service requirements.
• Conduct a preliminary assessment to determine whether repairs are covered under warranty or are customer-pay repairs.
• Review customer service history to identify previous repairs, recurring concerns, and previously reported issues.

Job Card & Documentation Management

• Prepare and accurately update Pre-Orders and DMS Job Cards, including customer details, vehicle information, service requirements, and customer concerns.
• Record all relevant notes, comments, vehicle damages, and missing items during the vehicle reception process.
• Obtain the customer's signature and approval on the job card before proceeding with the required work.
• Obtain prior customer approval for repairs and additional work and maintain appropriate approval documentation.

Workshop Coordination & Workflow

• Coordinate with the Workshop Foreman to determine the scope of work required and prepare accurate job cards.
• Maintain and regularly update the Work-in-Progress (WIP) report and follow up on outstanding job cards.
• Assist fellow Service Advisors and the workshop team whenever required.

Customer Communication & Relationship Management

• Keep customers regularly updated on the progress of their vehicle through timely follow-up calls and communication.
• Advise customers on the appropriate servicing and maintenance requirements for their vehicles.
• Provide professional advice regarding the overall condition and performance of customers' vehicles.
• Coordinate with the Customer Relations Representative (After Sales) to resolve customer complaints and concerns effectively.
• Promote customer retention and brand loyalty through professional service and effective relationship management.

Performance & Targets

• Support the achievement of workshop labour and parts sales targets.
• Drive customer satisfaction and contribute to achieving desired Customer Satisfaction Index (CSI) results.

Product Knowledge & Development

• Maintain strong product and technical knowledge of MG vehicles to provide accurate and professional advice to customers.
• Complete required online training and maintain up-to-date product and technical knowledge.

Workplace Standards

• Maintain a professional appearance and positive attitude at all times.
• Maintain company assets and ensure the work area is clean and organized.
• Adhere to all applicable health, safety, and company procedures.
• Perform other duties and responsibilities as assigned by the Service Manager.

Qualifications & Experience

• Minimum of 3 years of relevant experience as a Service Advisor or in a similar automotive aftersales position.
• Bachelor's Degree in any discipline or Diploma.
• Valid UAE driving license (mandatory).

Skills & Competencies

Technical & Automotive Skills

• Good knowledge of automotive servicing, maintenance, and repair requirements.
• Strong understanding of vehicle technical aspects and the ability to explain them to customers.
• Experience preparing Pre-Orders, Job Cards, and DMS records.
• Knowledge of warranty and customer-pay repair processes.
• Experience obtaining customer repair approvals and maintaining supporting documentation.
• Ability to review service history and identify recurring vehicle concerns.
• Strong understanding of workshop operations and repair processes.

Customer Service & Sales Skills

• Excellent customer relationship management skills.
• Strong communication and interpersonal abilities.
• Experience handling customer complaints and service concerns.
• Ability to achieve labour and parts sales targets.
• Strong follow-up and customer retention skills.
• Customer-focused approach with the ability to build trust and brand loyalty.

Software & Systems

• Computer literate with experience using DMS/dealership management systems and standard computer applications.

Languages

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

Personal Attributes

• Professional appearance and attitude.
• Strong communication skills.
• Accountability.
• Customer focus.
• Initiative.
• Adaptability.
• Teamwork.
• Problem-solving ability.
• Target-oriented mindset.

Additional Information

Key Performance Indicators

• Labor and Parts Sales.
• Customer Satisfaction Index (CSI) Results.
• Completion of Online Training.
• WIP – Unjustified/Open Job Cards.

Why Join Ali & Sons

• Professional and collaborative work environment.
• Opportunities for learning, development, and career growth.
• Exposure to internationally recognized automotive brands and professional aftersales operations.
• Performance-driven culture that values customer satisfaction, teamwork, and continuous improvement.
• Opportunities to develop strong technical and product knowledge within the automotive industry.
• Opportunity to contribute directly to workshop revenue, customer satisfaction, and brand loyalty.