Service Advisor (UAE National)

Job Purpose

The Service Advisor is responsible for assisting customers with their service requirements by providing accurate information on services, managing service schedules, and ensuring a seamless customer experience from vehicle drop-off to delivery The role acts as a key liaison between customers and the service department, ensuring high levels of customer satisfaction and operational efficiency

Key Responsibilities

• Adhere to NSSW standards across all customer touchpoints

• Attend to high-profile and major fleet customers

• Greet customers promptly, understand their service needs, and provide appropriate guidance

• Conduct a proper vehicle inventory and accurately record customer requirements

• Update and maintain customer data in the system

• Reconfirm job requirements, repair details, estimated costs, and delivery timelines, and obtain customer approval

• Arrange test drives jointly with customers when required

• Ensure clear, accurate, and legible job advice and create job cards accordingly

• Monitor and follow up on job progress with the workshop team

• Inform customers of any additional repairs or delays and obtain necessary approvals

• Brief customers on warranty coverage and service contract entitlements

• Promote service contracts and other service products (upselling)

• Ensure job cards are closed within the stipulated timelines

• Confirm vehicles are cleaned and ready for delivery as per the promised date and time

• Proactively notify customers in advance in case of any delivery delays

• Explain completed jobs and charges clearly, ensure payment collection, and hand over the vehicle

• Achieve assigned financial and non-financial targets (labour sales, CSI, RO numbers, service campaigns, etc)

• Build and maintain long-term customer relationships to enhance retention

• Handle customer complaints on a priority basis and escalate to superiors when required

• Respond promptly to customer queries

• Ensure all pending job cards are closed within the defined time limits

Educational Qualification

• Degree or 3-year Diploma in Automobile or Mechanical Engineering

Work Experience

• Minimum 3 years of practical experience with automotive dealers in a similar role

Competencies

• Strong customer handling and negotiation skills

• Sound knowledge of vehicle systems, repairs, and maintenance services (automotive industry preferred)

• Excellent communication, customer service, and interpersonal skills

• Strong organisational and multitasking abilities

• Ability to manage time effectively in a fast-paced environment

• Proficiency in Microsoft Office and service management software (preferred)

Languages

• English (mandatory)

• Arabic (desirable)