Service Advisor

Ali & Sons Holding LLC

📍 الإمارات

💼 دوام كامل

🕒 نُشرت قبل 5 أيام

وصف الوظيفة

Role Overview

Service Advisor at Ali & Sons Holding LLC. The role provides professional customer service, coordinates service-related requirements, and maintains accurate job records to ensure a positive customer experience while achieving Customer Satisfaction Index (CSI) targets.

Company Overview

Ali & Sons works with some of the most well-known and prestigious automotive brands in the world. The companies represent are globally recognised for quality, reliability, and sophistication, and for many of them Ali & Sons is the sole distribution agent in the UAE. The organization strives to provide customers with the best experiences possible driven by high-tech showrooms, world-leading after-sales support, and comprehensive guidance through every stage of the buying process.

Role Purpose

To provide professional customer service, coordinate service-related requirements, maintain accurate job cards and work-in-progress records, support labour and parts sales targets, and ensure a positive customer experience while achieving the desired Customer Satisfaction Index (CSI).

Key Responsibilities

Customer Service & Communication

Keep customers informed about service progress and provide regular follow-up calls.
Coordinate with the Customer Relations Representative to resolve customer complaints.
Maintain a professional appearance and attitude when dealing with customers and colleagues.
Advise customers on required services and the overall performance of their vehicles.

Job Card & Documentation Management

Create pre-orders and job cards in the Dealer Management System (DMS), ensuring accurate customer details and descriptions of vehicle concerns.
Record notes, comments, existing vehicle damage, and missing items during vehicle reception.
Obtain customer signatures on job cards and ensure all required documentation is complete.
Review customer service history to identify previous repairs or recurring concerns.

Workshop Coordination

Coordinate with the Foreman to determine the work required and prepare accurate job cards.
Assist other Service Advisors whenever required.
Maintain and regularly update Work-in-Progress (WIP) reports.

Warranty & Approvals

Conduct an initial assessment of whether repairs may be covered under warranty or charged to the customer.
Obtain customer approval before proceeding with repairs and maintain supporting records.

Sales & Performance

Support the achievement of labor sales, parts sales, and customer satisfaction targets.

Compliance & Development

Complete assigned online training and maintain up-to-date product and service knowledge.
Maintain company assets and ensure the work area is clean and organized.
Follow all company health, safety, and quality procedures.
Perform other duties assigned by the Country Service Manager.

Qualifications & Experience

Minimum 3 years of relevant experience in automotive aftersales or service advisory operations.
Experience with customer handling, job cards, workshop coordination, and service follow-ups is preferred.
Bachelor's degree or Diploma.
Valid driving license is mandatory.

Skills & Competencies

Knowledge of automotive service processes and workshop operations.
Experience creating job cards and managing customer records through a Dealer Management System (DMS).
Understanding of warranty assessments, repair estimates, and customer approvals.
Ability to monitor WIP reports and coordinate with workshop teams.
Customer complaint handling and service follow-up skills.
Ability to support labor and parts sales targets.
Computer literate, with the ability to use relevant service systems and maintain accurate records.
Fluency in English and Arabic is preferred.