Job Requisition ID: 171812
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

REQUIRED SKILLS TO BE SUCCESSFUL:

• Diploma or Bachelor of Automobile /Mechanical Engineering.
• 3 to 5 years overall experience with the automotive industry, preferably in a similar service role.
• Working knowledge of MS office, SAP knowledge preferred.
• Customer handling skills.
• Good communication skills.
• Conversant English & basic Arabic speaking.
• Technically proficient.
• Product and process knowledge

ABOUT THE TEAM:

Our team is dedicated to delivering exceptional customer service and ensuring a seamless aftersales experience. You will work closely with customers, Reception Managers, Aftersales Managers, and Workshop Teams to achieve our service and sales revenue targets. This role requires a high level of customer relationship skills to increase customer retention and loyalty. Our team values collaboration, dedication, and a commitment to excellence, and we are looking for someone who shares these values to join us.

OVERVIEW OF THE ROLE:

This role is the representation of the brand & division to the customer, 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 customer retention & loyalty.
• Achieve financial objectives by upselling & discount control, to meet monthly revenue targets.
• Actively engage with the customer through consultation on customer needs & service requirements, through the whole service process, in order to ensure the vehicle is fixed right the first time.
• Coordinate with the Production Team to ensure timely progress updates of the vehicle to customers at all times to keep the customer informed and to maintain the on-time-delivery commitment.
• At the time of delivery (of the vehicle), ensure that the customer is provided a detailed explanation of all work performed & cost associated with those repairs, for the customers to understand the value-addition of services rendered by the business.
• 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.

WHAT EQUIPS YOU FOR THE ROLE:

• Customer oriented.
• Honest and responsible.
• Culturally sensitive.
• Good teamwork.
• Excellent interpersonal skills