Customer Support Representative | Al-Futtaim Automotive | FAMCO KSA

Job Requisition ID: 180143

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
We are looking for a proactive and customer-focused Customer Support Representative to join our Aftersales team. In this role, you will be the first point of contact between customers and the branch aftermarket team, ensuring every customer receives timely support for parts and service requirements.
You will play an important role in building strong customer relationships, identifying opportunities for parts and service sales, and supporting the team in delivering a high level of customer satisfaction. This is a great opportunity for someone who enjoys working closely with customers, understands the importance of follow-up, and is motivated by service excellence and business growth.

What you will do
•    Act as the first point of contact for customers and manage requests related to parts, service, and aftermarket support.
•    Maintain regular customer coverage through field visits, follow-ups, and customer call schedules.
•    Build and maintain strong relationships with customers by understanding their requirements, buying trends, and service needs.
•    Identify sales opportunities for parts, service contracts, preventive maintenance, and other aftermarket solutions.
•    Coordinate with internal teams, including parts, service, workshop, sales, and technical support, to ensure customer requirements are handled efficiently.
•    Prepare and present quotations, estimates, and service-related updates in coordination with the branch team.
•    Monitor customer parts and service requirements to ensure timely delivery and completion of jobs.
•    Maintain accurate customer information, call reports, and sales activity records using CRM or relevant systems.
•    Support the achievement of sales, gross profit, market share, and customer satisfaction targets.
•    Handle customer concerns professionally and support prompt resolution of any service-related issues.
•    Follow company policies, quality standards, and Health, Safety and Environment procedures at all times.

Required skills to be successful
•    College degree or diploma, preferably in Marketing, Business, Automotive, Mechanical, or a related field.
•    Experience in customer service, sales support, aftersales, parts, or service operations.
•    Experience as a sales representative or customer support representative is an advantage.
•    Technical background or exposure to heavy equipment, commercial vehicles, construction equipment, or machinery is preferred.

About the team
You will be part of the Aftersales team, working closely with regional managers, service teams, parts teams, workshop staff, sales colleagues, suppliers, and customers. The team is focused on delivering reliable parts and service support, strengthening customer loyalty, and helping customers keep their equipment running efficiently.

What equips you for the role
•    Understanding of parts and service operations, customer coverage, and field-based customer support.
•    Good written and verbal communication skills in English.
•    Valid driving license is preferred for customer visits and field coverage.
•    Strong customer service and relationship management skills.
•    Good commercial awareness with the ability to identify parts and service sales opportunities.
•    Clear communication and negotiation skills.
•    Ability to work closely with customers, workshop teams, parts teams, and internal stakeholders.
•    Good problem-solving skills with attention to detail.
•    Confidence in managing customer objections, complaints, and service-related discussions.
•    Ability to manage follow-ups, reports, and customer information accurately.
•    Computer literacy, including email, spreadsheets, word processing, CRM, and other business systems.

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.
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.