Job description

Job Requisition ID: 179998 

Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate. 

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

Overview of the role

We are looking for a customer-focused Service Advisor to join our Automotive Aftersales team across the UAE. In this role, you will be the key link between customers and the workshop, ensuring every customer receives professional, transparent and seamless service experience from vehicle reception through to final delivery.

You will be responsible for understanding customer requirements, preparing accurate job cards, providing cost estimates, coordinating repair progress with the workshop, obtaining approvals for additional work, communicating delays where required, and clearly explaining completed work and invoices to customers.

What you will do

•  Welcome customers promptly and professionally, accurately capturing their service and repair requirements.

•  Prepare job cards, explain required work, provide cost estimates and confirm expected delivery timelines.

•  Coordinate closely with workshop teams to monitor repair progress and ensure vehicles are delivered on time.

•  Keep customers informed throughout the service journey, including progress updates, additional repair requirements, approvals and any delays.

•  Explain completed work, invoices and service recommendations clearly at the time of vehicle delivery.

•  Promote value-added services and support the achievement of individual service and revenue targets.

•  Handle customer concerns professionally and ensure timely resolution to maintain high customer satisfaction levels.

•  Ensure all service processes, documentation, billing and customer communication follow company standards and procedures.

Skills

Required skills to be successful

•  Strong customer service, communication and interpersonal skills.

•  3 to 5 years of overall automotive dealership experience, including at least 3 years in a Service Advisor or similar customer-facing Aftersales role.

•  Ability to prepare accurate job cards, estimates and service documentation.

•  Good coordination skills with the ability to work effectively with workshops, parts and service teams.

About the team

You will be part of a collaborative Automotive Aftersales team, working closely with Service Managers, Assistant Service Managers, workshop technicians, parts teams and customer-facing colleagues. The team is focused on delivering a smooth service journey, achieving service revenue objectives and maintaining strong customer satisfaction scores across the UAE service network.

What equips you for the role

•  Diploma or bachelor’s degree in Automobile Engineering, Mechanical Engineering or a related field.

•  Automotive technical knowledge with the ability to understand service requirements and coordinate with workshop teams.

•  Strong customer handling skills, good communication skills and the ability to operate in a fast-paced service environment.

•  Honest, responsible, culturally sensitive and team-oriented approach.

•  Customer-first mindset with the ability to build trust, manage expectations and explain technical details clearly.

•  Working knowledge of MS Office and ERP or dealer management systems.

•  Strong understanding of automotive dealer or distributor business processes.