Summary
Al-Futtaim is seeking a Service Advisor for FAMCO's Aftersales team in Dubai. The role manages the customer service journey from vehicle reception through delivery, coordinates with workshop teams, explains repairs and costs, and resolves customer concerns. The advisor is also responsible for customer retention, service revenue targets, accurate documentation, and compliance with company and manufacturer standards. Applicants should have a relevant automobile or mechanical engineering diploma or degree, 3–5 years of automotive experience, and good English; basic Arabic is an advantage.
The posting
As published on alfuttaim.com. Pulled from the employer's site and shown as they wrote it.
Job Requisition ID: 181721
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
FAMCO is seeking a customer-focused and results-driven Service Advisor to serve as the key link between our customers and workshop operations across the UAE. As the face of our aftersales business, you will deliver an exceptional customer experience throughout the service journey, ensuring customer satisfaction, retention, revenue growth, and operational excellence.
You will play a critical role in strengthening customer loyalty, achieving service revenue targets, and ensuring vehicles are repaired right the first time while maintaining transparent communication throughout the process.
What You Will Do
Build and maintain long-term customer relationships to enhance customer loyalty and retention.
Manage the end-to-end service process, from vehicle reception through delivery, ensuring a seamless customer experience.
Identify upselling opportunities and effectively manage discounts to achieve monthly revenue and profitability targets.
Liaise closely with workshop and production teams to provide customers with accurate progress updates and ensure on-time vehicle delivery.
Explain repair work, service recommendations, and associated costs clearly and professionally at vehicle handover.
Resolve customer concerns and complaints effectively while maintaining high Customer Service Value (CSV) and Net Promoter Score (NPS) results.
Ensure compliance with company policies, standard operating procedures, and manufacturer standards while maintaining data and documentation accuracy.
Required Skills to Be Successful
Strong customer relationship and stakeholder management skills.
Excellent communication and interpersonal abilities.
Sound technical understanding of automotive systems and repair processes.
Proven ability to achieve service revenue and customer satisfaction targets.
Strong problem-solving and complaint-resolution capabilities.
Ability to work collaboratively with workshop and aftersales teams.
Good organizational skills with attention to detail and accuracy.
About the Team
You will be part of FAMCO's Aftersales team, working alongside Aftersales Managers, Reception Managers, and Workshop Professionals dedicated to delivering exceptional service experiences. The team is committed to maintaining industry-leading customer satisfaction, operational excellence, and long-term customer relationships across our automotive business.
What Equips You for the Role
Diploma or Bachelor's Degree in Automobile Engineering, Mechanical Engineering, or a related field.
3-5 years of experience in the automotive industry, preferably in a Service Advisor or similar aftersales role.
Working knowledge of MS Office applications; SAP experience is preferred.
Strong customer handling and relationship-building skills.
Good command of English; basic Arabic communication skills are an advantage.
Technical proficiency with automotive products, systems, and service processes.
A customer-centric mindset with a commitment to delivering outstanding service.
Demonstrated teamwork, integrity, cultural awareness, and professionalism.
About Al Futtaim
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.