AddressJob Requisition ID: 159716
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
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 relationship with customers to ensure customer retention & loyalty.
• Achieve financial objectives by upselling & discount control, to meet monthly revenue targets.
• Actively engage with customers through consultation on their needs & service requirements, throughout the whole service process, in order to ensure vehicle is fixed right the first time.
• Coordinate with the Production Team to ensure timely progress update of 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 detailed explanation of all the 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 settlement 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.
Required Skills To Be Successful:
• Product and process knowledge including EV structure
• Technically proficient.
• Customer oriented
• Able to communicate well in Arabic and English
About The Team:
Reporting to the Aftersales Manager, you will be working in a dynamic and busy EV After Sales environment wherein you will be dealing directly with different Stakeholders across the organization.
What Equips You For The Role:
• 3 to 5 years overall experience with automotive industry, preferably in a similar service role related with EV’s.
• Diploma or Bachelor of Automobile /Mechanical Engineering.
About Al-Futtaim Automotive
A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa. Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world’s most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM as well as EV brands.
We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences. We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment.
What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.
