Key Responsibilities
- Welcome customers professionally and create a positive showroom and workshop experience.
- Perform accurate write-up of pre-orders and DMS job cards, including customer details, vehicle information, and customer concerns.
- Record customer comments, observations, and any existing vehicle damages or missing items on the pre-order.
- Obtain the customer's signature on the job card before commencing work.
- Coordinate with the Foreman to determine the required work and prepare the appropriate job card.
- Review the customer's service history to identify previous repairs, recurring concerns, and relevant maintenance requirements.
- Advise customers on the type of service and repairs required based on the vehicle's condition.
- Explain the vehicle's overall performance and recommend necessary maintenance or repair work.
- Conduct a preliminary assessment to determine whether repairs may be covered under warranty or are customer-pay.
- Obtain prior customer approval for repairs when required and maintain appropriate approval records.
- Keep customers regularly updated on the progress and status of their vehicles.
- Conduct timely follow-up calls and ensure customers are informed of any changes, delays, or additional repair requirements.
- Maintain and regularly update the Work in Progress (WIP) report.
- Assist the Service Joiner Advisor whenever required.
- Coordinate with the Customer Relations Representative (After Sales) to address and resolve customer complaints.
- Work closely with the workshop and parts teams to ensure smooth and timely completion of repair orders.
- Contribute to achieving workshop labour and parts sales targets.
- Maintain strong customer relationships and encourage customer retention and brand loyalty.
- Maintain a professional attitude and appearance at all times.
- Maintain company assets and ensure a clean and organized work environment.
- Adhere to all company SOPs, health and safety procedures, and applicable regulations.
- Perform other duties and responsibilities as assigned by the Service Manager.
Key Performance Indicators (KPIs)
- Labour and Parts Sales
- Customer Satisfaction Index (CSI) Results
- Completion of Online Training
- WIP – Unjustified Job Cards
Quality & Performance Standards
- Ensure accurate and complete job card documentation.
- Provide clear, professional, and timely communication to customers.
- Ensure customer approvals are obtained and properly documented before additional work is carried out.
- Minimize unjustified WIP job cards through effective follow-up and coordination.
- Deliver a high standard of customer service throughout the entire service journey.
- Demonstrate strong knowledge of MG vehicles and basic technical aspects to provide accurate advice to customers.
- Build trust and rapport with customers to support retention and long-term brand loyalty.
- Ensure all customer concerns and complaints are handled professionally and escalated appropriately when required.
What We're Looking For
Experience: Minimum 3 years of relevant experience in a similar Service Advisor or automotive aftersales capacity.
Education: Bachelor's Degree in any discipline or Diploma.
Driving License: Valid UAE driving license is required.
Automotive Knowledge:
- Strong understanding of automotive service and repair processes.
- Good knowledge of vehicle maintenance and technical requirements.
- Ability to understand customer vehicle concerns and communicate them effectively to the workshop team.
- Knowledge of MG vehicles and technical aspects of automobiles is an advantage.
Customer Service & Sales Skills:
- Strong customer relationship management skills.
- Proven ability to achieve labour and parts sales targets.
- Excellent follow-up and communication skills.
- Strong interpersonal, negotiation, and problem-solving abilities.
- Customer-focused and target-oriented approach.
Computer Skills: Computer literate with the ability to use DMS, WIP reports, and standard computer applications.
Languages: Fluency in English is essential; Arabic language skills are preferred.
Certification / Training: Relevant automotive or customer service certification is preferred.
Why Join Ali & Sons?
At Ali & Sons, we are committed to excellence, customer satisfaction, and delivering a premium automotive aftersales experience. As part of a leading UAE business group, you will benefit from:
- A professional and customer-focused automotive environment.
- Opportunities for learning, development, and career growth.
- Exposure to internationally recognized automotive brands and workshop operations.
- A performance-driven culture focused on customer satisfaction and business results.
- Opportunities to strengthen your automotive and customer relationship expertise.
- A platform to build a successful long-term career in automotive aftersales.
Ready to Build Your Career with Ali & Sons?
If you are an experienced Service Advisor with strong automotive knowledge, excellent customer service skills, and a proven ability to achieve sales and CSI targets, apply now and become part of the Ali & Sons team.
