Aftersales Service Advisor - Dubai - ref. i72875615

Job Description

Purpose of the job:

The Aftersales Service Advisor acts as the key liaison between customers and the service department, ensuring a smooth and efficient experience. The role involves scheduling appointments, providing cost estimates, managing vehicle service progress, and delivering exceptional customer service to promote customer satisfaction and retention.

Key Responsibilities:

• Greet customers in a professional and friendly manner, understanding their service needs.
• Schedule and manage workshop appointments.
• Open and close service orders, prepare repair estimates, and explain repair details to customers.
• Coordinate with workshop technicians and monitor service progress and technicians productivity and report to the management team.
• Communicate proactively with customers regarding updates, delays, or approvals.
• Ensure all work is accurately documented, invoiced, and compliant with company and manufacturer standards.
• Follow up with customers post-service to ensure satisfaction.
• Promote additional services and products where appropriate (e.g., maintenance plans, accessories).
• Handle customer complaints or concerns professionally and escalate when necessary.
• Maintain accurate records of service transactions and customer communications.
• Support the achievement of departmental targets in revenue and customer satisfaction.
• Coordinate with various outsourced service providers as point of contact.

Qualifications & Experience:

• High school diploma or equivalent (Automotive or business-related qualification is an advantage).
• 3+ years of proven experience in a service advisory or customer-facing role within the automotive industry.
• Strong knowledge of vehicle mechanics and service processes.
• Experience using dealer management systems (e.g., Kerridge, CDK, Autoline) is preferred.
• Valid driver's license.