Customer Interaction & Relationship Management

• Greet customers warmly and professionally upon arrival at the service reception.

• Conduct thorough vehicle walk-arounds to identify visible damage or specific customer concerns.

• Listen actively to customer descriptions of vehicle symptoms to understand their needs accurately.

• Manage customer expectations regarding vehicle drop-off, service duration, and cost.

Technical Diagnosis & Quoting

• Liaise with the Workshop Foreman and Technicians to diagnose complex technical issues.

• Utilize workshop data and technical bulletins to recommend necessary repairs and maintenance schedules.

• Prepare accurate, detailed, and transparent cost estimates for both warranty and non-warranty work.

• Explain technical terms to customers in a clear, understandable manner.

Aftersales & Sales Conversion

• Promote value-added services, such as extended warranties, service contracts, and accessory fitting.

• Cross-sell replacement parts and tires where necessary.

• Achieve targets for Workshop Efficiency (Productivity) and Profitability (Absorption).

• Ensure the uptake of 'First Visit Resolution' to maximize customer satisfaction.

Warranty & Compliance

• Process warranty claims in strict accordance with Stellantis (Dodge/Ram manufacturer) guidelines and time frames.

• Ensure all documentation is compliant with Al-Futtaim and manufacturer policies.

• Handle goodwill claims where applicable to support customer retention.

Operational Excellence

• Monitor the progress of vehicles throughout the day to ensure timely completion.

• Coordinate with the parts department to ensure parts availability.

• Conduct post-service follow-up calls to ensure customer satisfaction and address any feedback.

• Maintain a clean and professional service reception area.

Desired Candidate Profile

• Excellent command of English (written and spoken); Arabic is a strong advantage.

• Ability to identify sales opportunities without being aggressive.

• High empathy and patience when dealing with stressed customers.

• Ability to work in a fast-paced environment and handle high volumes during peak seasons.

What Qualifies You For The Role:

• Previous experience in an Automotive Service Advisor role or similar customer-facing position in the automotive industry.

• Strong technical knowledge of automotive repair and maintenance operations.

• Proficiency in using service management software and technical tools to diagnose vehicle issues.

• Excellent communication skills in English; proficiency in Arabic is an advantage.