مستشار خدمة

Job Requisition ID: 181632

About Al-Futtaim
Established in the 1930s, Al-Futtaim is one of the most diversified and progressive privately held regional businesses, headquartered in Dubai. Operating across more than 20 countries, the Group spans automotive, financial services, real estate, retail and health. With more than 40,000 employees, Al-Futtaim represents over 200 of the world’s most recognised brands, including Toyota, Lexus, IKEA, ACE and Marks & Spencer. Driven by its purpose to enrich lives and elevate communities, Al-Futtaim focuses on digital innovation, AI, sustainable growth and strategic partnerships, creating long-term value for customers, communities and partners while building a responsible legacy for future generations.

Overview of the role:
We are looking for an experienced Service Advisor - Quick Service Center to join our Aftersales team in Doha, Qatar. This customer-facing role is responsible for delivering an exceptional service experience by accurately identifying customer requirements, preparing repair orders, coordinating workshop activities, managing cash transactions, handling parts requirements, and ensuring timely vehicle delivery.

The successful candidate will play a critical role in driving customer satisfaction, achieving service and parts revenue targets, and maintaining the highest standards of operational excellence within the Quick Service Center.

What you will do:

• Welcome customers professionally and accurately capture their service requirements and vehicle concerns.
• Prepare repair orders, provide detailed cost estimates, and communicate expected delivery timelines.
• Coordinate with workshop teams to ensure efficient repair execution and adherence to promised delivery times.
• Follow up on repair progress, obtain customer approvals for additional work, and communicate any delays proactively.
• Conduct active vehicle delivery by explaining completed repairs, invoices, and maintenance recommendations.
• Achieve individual service, parts, accessories, and value-added sales targets.
• Process cash transactions, petty cash, billing activities, and maintain accurate financial records.
• Support parts sales by assisting customers with parts enquiries and recommendations.
• Monitor inventory levels, coordinate parts availability, and process returns according to company procedures.
• Resolve customer complaints effectively and maintain high customer satisfaction and retention levels.
• Participate in dealer certification programs, skills contests, and continuous professional development initiatives.
• Ensure compliance with company quality, safety, and operational standards.

Required skills to be successful:

• Strong customer service and relationship management skills.
• Excellent communication, negotiation, and upselling abilities.
• Ability to explain technical automotive information clearly to customers.
• Strong understanding of automotive service operations and workshop processes.
• Cash handling and reconciliation experience.
• Parts sales and inventory management knowledge.
• Ability to work under pressure while managing multiple customer interactions.
• Strong problem-solving and conflict-resolution skills.
• Working knowledge of SAP, ERP systems, and Microsoft Office applications.
• Strong attention to detail and commitment to quality standards.

About the team:
You will be part of the Aftersales Quick Service Center team, working closely with Technicians, Parts Advisors, Service Managers, and Customer Service teams to deliver an outstanding ownership experience. The department is focused on operational efficiency, customer retention, revenue growth, and maintaining industry-leading customer satisfaction standards.

What equips you for the role:

• Bachelor's Degree in Automobile Engineering, Mechanical Engineering, or equivalent qualification.
• Minimum 3 years of experience as a Service Advisor within an automotive dealership environment.
• Strong understanding of dealership service operations, workshop flow, and customer handling.
• Experience using SAP, ERP systems, and digital service management tools.
• Excellent verbal and written communication skills.
• Strong commercial mindset with proven upselling and revenue generation capabilities.
• Customer-focused approach with strong interpersonal skills.
• Ability to work effectively in a multicultural team environment.

Al-Futtaim Automotive is one of the region's leading mobility businesses, operating across eight countries in the Middle East, Asia and North Africa.

With a portfolio of more than 25 world-leading brands, we deliver one of the region's most comprehensive mobility ecosystems.

Our capabilities span passenger vehicles, commercial vehicles and industrial equipment, backed by integrated logistics, leasing, aftersales and financial services that deliver a seamless customer experience across every stage of the mobility journey.

Our vision is to become a world-class mobility player, creating better experiences for our customers through innovation, digital transformation and a relentless focus on customer experience. We work alongside some of the world's most trusted automotive brands to shape the future of mobility, delivering solutions that meet the evolving needs of individuals, businesses and communities.

Behind everything we do is a team of more than 9,000 colleagues united by ambition, collaboration and a shared commitment to progress. Together, we're shaping the future of mobility, embracing new technologies and creating better experiences for our customers. At Al-Futtaim Automotive, you'll be empowered to turn ambition into action and help move our customers, our business and your career forward.