Service Advisor

Role Overview

Service Advisor at AWR Group. The Service Advisor is responsible for assisting customers with their service needs, providing detailed information about services offered, managing service schedules, and ensuring a smooth customer experience from drop-off to pick-up.

Company Overview

AW Rostamani Group is a leading multi-sector family business in the Middle East, driven by a legacy of over seven decades. Its operations span across a diverse range of sectors including automotive, real estate, retail, lighting solutions, travel, logistics, agritech and sustainable packaging. The Group serves over 155,000 customers and 24,000 businesses annually, supported by a diverse team of more than 3,000 employees. Guided by its purpose to enrich lives across generations, AW Rostamani Group is dedicated to building purposeful businesses that meaningfully impact people, industries and the planet.

Role Purpose

The Service Advisor acts as the liaison between customers and the service department, ensuring customer satisfaction and operational efficiency while managing the complete service lifecycle from vehicle drop-off to pick-up.

Key Responsibilities

Customer Service & Engagement

• Follow OEM standards in all customer touch points.
• Attend high-profile and major fleet customers.
• Greet customers promptly and understand their service needs.
• Receive customer, explain jobs carried out and charges, ensure payment and deliver the vehicle.
• Attend customer queries promptly.
• Develop and maintain long-term relationships to enhance customer retention.
• Handle customer complaints on priority and escalate to superiors.

Service Planning & Coordination

• Conduct proper inventory of customer's vehicle and record customer requirements.
• Re-confirm job requirements, repair details, costs involved, and delivery time, obtaining customer approval.
• Arrange test drive as required jointly with customer.
• Create legible and clear job advice and job card.
• Follow up on job progress.
• Ensure job cards are closed on time.
• Ensure pending job cards are closed within the time limit.

Customer Communication & Updates

• Update customer database.
• Provide feedback to customer for additional repairs and delayed delivery time, obtaining approvals.
• Notify customer in advance in case of delay.
• Brief customer on warranty coverage and service contract coverage.

Vehicle Delivery & Preparation

• Ensure car is cleaned and ready for delivery as per the promised date and set time.

Sales & Business Development

• Promote service contracts and other service products (upselling).
• Achieve financial and non-financial targets including labour sales, CSI, RO numbers, and service campaign targets.

Qualifications & Experience

• Degree or 3-year Diploma in Automobile or Mechanical Engineering.
• 3 years practical experience with dealers in similar positions.
• Experience with EV automotive brand is highly preferred.

Skills & Competencies

• Customer handling and negotiation skills.
• Strong knowledge of vehicle systems, repairs, and maintenance services (preferred in automotive industries).
• Excellent customer service, communication, and interpersonal skills.
• Strong organizational and multitasking abilities.
• Ability to manage time effectively and prioritize tasks in a fast-paced environment.
• Proficiency in Microsoft Office Suite and service management software (preferred).

Additional Information

• English and Arabic language skills required; Arabic is desirable.