Service Advisor - Dubai & Abu Dhabi

Role Overview

Service Advisor position at Al Tayer Group, located in Dubai & Abu Dhabi, UAE. The role provides professional service to customers by accurately recording and organizing quality repair and maintenance services to enhance customer retention and after-sales revenue while giving professional advice on current and future maintenance needs.

Role Purpose

To deliver exceptional customer service through accurate recording and organization of repair and maintenance work, professional guidance on maintenance needs, and proactive follow-up to maximize customer retention and after-sales revenue.

Key Responsibilities

Customer Service & Communication

• Receive and greet customers, discuss servicing and repair needs, and guide them on assessment and repair of problems and faults based on manufacturer recommendations.
• Record service requirements correctly on job card to avoid ambiguity affecting the quality of repair.
• Explain to the customer the contents of the job, its value, and cost involved.
• Obtain customer confirmation and prepare clear, unambiguous work instructions for technicians to carry out the job.
• Keep in constant touch with the workshop to ensure work is progressing properly.
• Keep customers periodically informed about work progress.
• Keep customers constantly posted on the status of back-order parts, their actual date and time of arrival to assure the company's genuine interest and retain customer confidence.

Quality & Delivery

• Organize inspection upon completion of the job to ensure quality meets prescribed standards.
• Satisfy the customer that the job has been carried out as desired.
• Deliver the vehicle in the most courteous manner once the job has been completed to the entire satisfaction of the customer and workshop authorities to ensure continuity of business.
• Deliver vehicles after collecting repair charges, LPO, or IPO.

Customer Relationship & Retention

• Establish healthy and profitable relationships by proactively communicating with existing and prospective customers on performance of their cars.
• Follow up with existing and prospective customers on whether they require any service attention to consolidate and enhance the customer base.
• Establish cordial relations with customers and workshop staff.
• Follow up on Work in Progress (WIP) targeting closure in 30 days.
• Follow up with customers on long-pending vehicles for taking delivery.

Sales & Product Knowledge

• Up-sell new accessories, service packages, and additional services.
• Participate actively in service campaigns.
• Upgrade product knowledge through web-based training and classroom training.

Qualifications & Experience

• Vocational qualification in automotive trade, Diploma in Automobile Engineering, or graduate degree.
• 2 to 5 years' experience in automotive trade.