Service Advisor

Job Requisition ID: 178495

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 and detail-oriented Service Advisor to join our Aftersales team across the UAE. In this role, you will be the key point of contact between customers and the workshop, ensuring every customer receives professional, transparent, and efficient service experience. You will play an important role in driving customer satisfaction, service revenue, and smooth workshop operations by accurately understanding customer needs, coordinating repairs, and ensuring timely vehicle delivery.

• Welcome customers promptly and understand their vehicle service requirements clearly.
• Record customer concerns accurately and prepare detailed job cards for the workshop team.
• Provide repair and maintenance estimates, explain job details, and communicate timelines clearly.
• Coordinate with technicians and workshop teams to monitor job progress and ensure timely completion.
• Keep customers informed about the status of their vehicle, any additional repairs required, and possible delays.
• Obtain approvals for extra repairs and ensure all documentation is completed accurately.
• Deliver vehicles to customers, explain the work completed and invoice details, and guide them through the handover process.
• Support achievement of service and other sales revenue targets through value-added services.
• Handle customer concerns professionally and work towards maintaining high customer satisfaction scores.

• Strong customer service, communication and relationship management skills.
• 3 to 5 years of overall experience in an automobile dealership environment. At least 3 years of experience as a Service Advisor within a Service Department.
• Good knowledge of automotive service processes and dealership operations.
• Attention to detail when preparing estimates, repair orders, and service documentation. Working knowledge of MS Office and ERP / dealer management systems.

About the team
You will be part of the Aftersales Department, working closely with the workshop, technicians, and service management team to deliver excellent customer experience. The team plays a key role in maintaining service standards, driving customer retention, and supporting the business in achieving its after-sales and revenue targets.

• Strong verbal communication skills and confidence in dealing directly with customers.
• A service-oriented attitude, honesty, responsibility, and cultural sensitivity.
• Teamwork, accountability, and a customer-first approach.
• A results-driven mindset with focus on service quality, timelines, and revenue opportunities.
• Ability to manage multiple customer cases in a fast-paced workshop environment.
• Ability to explain technical information in a simple and customer-friendly manner.

About Al-Futtaim Automotive
A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.
Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world’s most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.
We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences.
We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment.
What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.