SME Service Advisor (On-Site) | Al Futtaim Automotive | Toyota

Job Description

Job Requisition ID: 154368 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 worlds most admired and innovative brands. Al-Futtaim Groups 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 currently looking for competent & performance driven SME Service Advisor (On-Site) to work with to join our Toyota team in Dubai & Abu Dhabi. This role is the representation of the brand & division to the lapsed aftersales SME customers. Main task is to offer specific tailored service pricing and maintains customer relations to ensure an end-to-end engaged Aftersales customer journey, that leads to revenue achievement & customer retention. What you will do

• Build long-term relationships with customers to ensure SME customers retention & loyalty.
• Achieve financial objectives by selling periodic maintenance & general repairs, to meet monthly revenue targets.
• Actively engage with the customer through consultation on customer needs & service requirements, coordination with workshops in dedicated region to ensure smooth customers journey
• Ensure that all customers from the SME aftersales lapsed customer list are contacted, visited, offered with menu pricing.
• Building relationship with SME Managers & Sales Executives to get the correct contacts in targeted companies (whenever is possible, to do jointly visits)
• Effectively manage customer complaints to satisfactory closure of all complaints, to sustain & improve the Customer Service Value & Net Promoter Scores.
• Active compliance to all Standard Operating Procedures, Company policies & Distributor Programs to ensure consistency in the customer experience.

Required skills to be successful

• Minimum of 3 to 5 years experience as a Service Advisor in an automotive dealership.
• Technical knowledge provides up-to-date technical information in response to customer inquiries.
• Excellent customer service, willing to go the extra mile.
• Strong English communications skills, Arabic speaker an added advantage!
• UAE driving license is a must have!

About the team The role will report to the Reception Manager and you will be working in a busy workshop environment wherein you will be dealing directly with SME Lapsed Customers, Reception Managers, Fleet Service Advisors, SME Managers, SME Sales Executives, Aftersales Managers and Workshop Teams. What equips you for the role

• Diploma or Degree in Technical school / Certificate/ Diploma in Automobile / Mechanical Engineering
• Minimum of 3 to 5 years experience in the automotive industry or similar role.
• A broad based knowledge to service as a reliable consultant is essential for this role.

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 worlds 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.

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About Company

The Al-Futtaim Group is a large conglomerate based in Dubai, United Arab Emirates.As a family-owned business, we take a long-term view in everything we do, because we believe that sustainable success requires uncompromising commitment.
That’s the reason why some of the world’s most admired and innovative brands from the USA, UK, Japan, Sweden, France, Germany and Switzerland – from sectors as diverse with each other as automotive, retail, real estate and finance – trust Al-Futtaim with their own reputation and commercial success since the 1930s.
And through our inherent customer-centric approach and relentless pursuit of perfection, we add significant value – connecting consumers in 20+ markets with these brands in contemporary, powerful, meaningful and emotional ways that create longstanding relationships based on loyalty and mutual trust.