Service Advisor

Service Advisor Jobs in Dubai, UAE

Overview Of The Role:

• The Service Advisor acts as the face of the brand to the customer, focusing on building strong relationships to ensure customer retention and loyalty. This role involves engaging with customers throughout the service process, providing consultations on needs and service requirements to ensure vehicles are correctly fixed the first time, and managing complaints effectively. Critical to this position is achieving revenue targets through effective upselling and price control while adhering to company policies and procedures. Success in this role directly impacts the Customer Service Value and Net Promoter Scores, making it vital for maintaining customer satisfaction and loyalty.

What You Will Do:

Customer Relationship Management

• Build long-term relationships with customers to ensure customer retention and loyalty.
• Effectively manage customer complaints to satisfactory closure of all complaints, to sustain and improve the Customer Service Value and Net Promoter Scores (CRD complaints, CSV & NPS scores).

Sales and Revenue

• Achieve financial objectives by upselling and discount control to meet monthly revenue targets.
• This is a revenue-generating role crucial for achieving budgeted service and sales revenue targets.
• Coordinate with Production Team for timely updates to ensure on-time delivery commitment.

Customer Consultation and Education

• Actively engage with customers through consultation on their needs and service requirements, ensuring the vehicle is fixed right the first time (95% Fix it right score).
• At the time of vehicle delivery, provide detailed explanations of all performed work and associated costs to help customers understand the value-addition of services (CSV Scores – Transparency).

Compliance and Process Adherence

• Active compliance to all Standard Operating Procedures, Company policies, and Distributor Programs to ensure consistency in the customer experience (100% accuracy of data quality on all documents, internal audit scores).

Required Skills To Be Successful:

• Excellent customer relationship management skills to enhance CSV and NPS scores.
• Ability to meet financial objectives through upselling and effective revenue generation strategies.
• Proficiency in communicating effectively with both English and Arabic speaking customers.
• Strong team collaboration skills with different stakeholders including Reception Managers, Aftersales Managers, and Workshop Teams.

What Qualifies You For The Role:

• Diploma or Bachelor of Automobile/Mechanical Engineering.
• 3 to 5 years of overall experience in the automotive industry, preferably in a similar service role.
• Working knowledge of MS Office; SAP knowledge preferred.
• Proficiency in customer handling and communication skills, with fluent English and basic Arabic speaking ability.
• Technical proficiency in automotive services and associated processes.