Service Advisor | Al-Futtaim Automotive | Volvo

Job Requisition ID: 179541

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 customer-focused Service Advisor to join our Automotive Aftersales team across the UAE. In this role, you will be the key link between customers and the workshop, ensuring every customer receives professional, transparent and seamless service experience from vehicle reception through to final delivery.
You will be responsible for understanding customer requirements, preparing accurate job cards, providing cost estimates, coordinating repair progress with the workshop, obtaining approvals for additional work, communicating delays where required, and clearly explaining completed work and invoices to customers.

What you will do
•    Welcome customers promptly and professionally, accurately capturing their service and repair requirements.
•    Prepare job cards, explain required work, provide cost estimates and confirm expected delivery timelines.
•    Coordinate closely with workshop teams to monitor repair progress and ensure vehicles are delivered on time.
•    Keep customers informed throughout the service journey, including progress updates, additional repair requirements, approvals and any delays.
•    Explain completed work, invoices and service recommendations clearly at the time of vehicle delivery.
•    Promote value-added services and support the achievement of individual service and revenue targets.
•    Handle customer concerns professionally and ensure timely resolution to maintain high customer satisfaction levels.
•    Ensure all service processes, documentation, billing and customer communication follow company standards and procedures.

Required skills to be successful
•    Strong customer service, communication and interpersonal skills.
•    At least 3 to 5 years of overall automotive dealership experience, including at least 3 years in a Service Advisor or similar customer-facing aftersales role.
•    Ability to prepare accurate job cards, estimates and service documentation.
•    Strong coordination skills with the ability to work effectively with workshop, parts and service teams.

About the team
You will be part of a collaborative Automotive Aftersales team, working closely with Service Managers, Assistant Service Managers, workshop technicians, parts teams and customer-facing colleagues. The team is focused on delivering a smooth service journey, achieving service revenue objectives and maintaining strong customer satisfaction scores across the UAE service network.

What equips you for the role
•    Diploma or Bachelor’s degree in Automobile Engineering, Mechanical Engineering or a related field.
•    Strong understanding of automotive dealer or distributor business processes.
•    Customer-first mindset with the ability to build trust, explain technical details clearly and manage expectations effectively.
•    High level of integrity, responsibility, teamwork and cultural sensitivity.
•    Commitment to delivering high standards of customer satisfaction, service quality and operational follow-through.
•    Good problem-solving skills and the ability to manage customer concerns calmly and professionally.
•    Proficiency in MS Office; experience with ERP or Dealer Management Systems is an advantage.
•    Ability to manage multiple customer requests in a fast-paced service environment.
•    Commercial awareness with the ability to support service revenue and value-added service targets.

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.