Service Advisor | Al-Futtaim Automotive | FAMCO

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.