Service Advisor

Role Overview

Service Advisor at Ali & Sons Holding LLC. The role is based in the United Arab Emirates.

Company Overview

Ali & Sons is a leading UAE business group committed to excellence, customer satisfaction, and delivering a premium automotive aftersales experience. The organization provides exposure to internationally recognized automotive brands and workshop operations within a performance-driven culture.

Role Purpose

The Service Advisor welcomes customers, accurately documents service requests and repairs, coordinates with workshop and parts teams, maintains customer communication throughout the service journey, and drives labour and parts sales while ensuring high levels of customer satisfaction and retention.

Key Responsibilities

Customer Engagement & Communication

• Welcome customers professionally and create a positive showroom and workshop experience.
• Keep customers regularly updated on the progress and status of their vehicles.
• Conduct timely follow-up calls and ensure customers are informed of any changes, delays, or additional repair requirements.
• Maintain strong customer relationships and encourage customer retention and brand loyalty.
• Coordinate with the Customer Relations Representative (After Sales) to address and resolve customer complaints.

Documentation & Administration

• Perform accurate write-up of pre-orders and DMS job cards, including customer details, vehicle information, and customer concerns.
• Record customer comments, observations, and any existing vehicle damages or missing items on the pre-order.
• Obtain the customer's signature on the job card before commencing work.
• Maintain and regularly update the Work in Progress (WIP) report.
• Review the customer's service history to identify previous repairs, recurring concerns, and relevant maintenance requirements.

Technical Assessment & Customer Approval

• Coordinate with the Foreman to determine the required work and prepare the appropriate job card.
• Advise customers on the type of service and repairs required based on the vehicle's condition.
• Explain the vehicle's overall performance and recommend necessary maintenance or repair work.
• Conduct a preliminary assessment to determine whether repairs may be covered under warranty or are customer-pay.
• Obtain prior customer approval for repairs when required and maintain appropriate approval records.

Operations & Coordination

• Work closely with the workshop and parts teams to ensure smooth and timely completion of repair orders.
• Assist the Service Joiner Advisor whenever required.
• Contribute to achieving workshop labour and parts sales targets.
• Maintain company assets and ensure a clean and organized work environment.
• Adhere to all company SOPs, health and safety procedures, and applicable regulations.
• Perform other duties and responsibilities as assigned by the Service Manager.

Professional Standards

• Maintain a professional attitude and appearance at all times.

Key Performance Indicators

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

Quality & Performance Standards

• Ensure accurate and complete job card documentation.
• Provide clear, professional, and timely communication to customers.
• Ensure customer approvals are obtained and properly documented before additional work is carried out.
• Minimize unjustified WIP job cards through effective follow-up and coordination.
• Deliver a high standard of customer service throughout the entire service journey.
• Demonstrate strong knowledge of MG vehicles and basic technical aspects to provide accurate advice to customers.
• Build trust and rapport with customers to support retention and long-term brand loyalty.
• Ensure all customer concerns and complaints are handled professionally and escalated appropriately when required.

Qualifications & Experience

• Minimum 3 years of relevant experience in a similar Service Advisor or automotive aftersales capacity.
• Bachelor's Degree in any discipline or Diploma.
• Valid UAE driving license is required.
• Strong understanding of automotive service and repair processes.
• Good knowledge of vehicle maintenance and technical requirements.
• Ability to understand customer vehicle concerns and communicate them effectively to the workshop team.
• Knowledge of MG vehicles and technical aspects of automobiles is an advantage.
• Relevant automotive or customer service certification is preferred.

Skills & Competencies

• Strong customer relationship management skills.
• Proven ability to achieve labour and parts sales targets.
• Excellent follow-up and communication skills.
• Strong interpersonal, negotiation, and problem-solving abilities.
• Customer-focused and target-oriented approach.
• Computer literate with the ability to use DMS, WIP reports, and standard computer applications.
• Fluency in English is essential.
• Arabic language skills are preferred.

Additional Information

Why Join Ali & Sons

• A professional and customer-focused automotive environment.
• Opportunities for learning, development, and career growth.
• Exposure to internationally recognized automotive brands and workshop operations.
• A performance-driven culture focused on customer satisfaction and business results.
• Opportunities to strengthen your automotive and customer relationship expertise.
• A platform to build a successful long-term career in automotive aftersales.