Job Description

Key Responsibilities

• Welcome customers professionally and create a positive showroom and workshop experience.
• Perform accurate write-up of pre-orders and DMS job cards, including customer details, vehicle information, and customer concerns.
• Record customer comments, observations, and any existing vehicle damages or missing items on the pre-order.
• Obtain the customer's signature on the job card before commencing work.
• Coordinate with the Foreman to determine the required work and prepare the appropriate job card.
• Review the customer's service history to identify previous repairs, recurring concerns, and relevant maintenance requirements.
• Advise customers on the type of service and repairs required based on the vehicle's condition.
• Explain the vehicle's overall performance and recommend necessary maintenance or repair work.
• Conduct a preliminary assessment to determine whether repairs may be covered under warranty or are customer-pay.
• Obtain prior customer approval for repairs when required and maintain appropriate approval records.
• Keep customers regularly updated on the progress and status of their vehicles.
• Conduct timely follow-up calls and ensure customers are informed of any changes, delays, or additional repair requirements.
• Maintain and regularly update the Work in Progress (WIP) report.
• Assist the Service Joiner Advisor whenever required.
• Coordinate with the Customer Relations Representative (After Sales) to address and resolve customer complaints.
• Work closely with the workshop and parts teams to ensure smooth and timely completion of repair orders.
• Contribute to achieving workshop labour and parts sales targets.
• Maintain strong customer relationships and encourage customer retention and brand loyalty.
• Maintain a professional attitude and appearance at all times.
• Maintain company assets and ensure a clean and organized work environment.
• Adhere to all company SOPs, health and safety procedures, and applicable regulations.
• Perform other duties and responsibilities as assigned by the Service Manager.

Key Performance Indicators (KPIs)

• Labour and Parts Sales
• Customer Satisfaction Index (CSI) Results
• Completion of Online Training
• WIP – Unjustified Job Cards

Quality & Performance Standards

• Ensure accurate and complete job card documentation.
• Provide clear, professional, and timely communication to customers.
• Ensure customer approvals are obtained and properly documented before additional work is carried out.
• Minimize unjustified WIP job cards through effective follow-up and coordination.
• Deliver a high standard of customer service throughout the entire service journey.
• Demonstrate strong knowledge of MG vehicles and basic technical aspects to provide accurate advice to customers.
• Build trust and rapport with customers to support retention and long-term brand loyalty.
• Ensure all customer concerns and complaints are handled professionally and escalated appropriately when required.

What We're Looking For

Experience: Minimum 3 years of relevant experience in a similar Service Advisor or automotive aftersales capacity.

Education: Bachelor's Degree in any discipline or Diploma.

Driving License: Valid UAE driving license is required.

Automotive Knowledge:

• Strong understanding of automotive service and repair processes.
• Good knowledge of vehicle maintenance and technical requirements.
• Ability to understand customer vehicle concerns and communicate them effectively to the workshop team.
• Knowledge of MG vehicles and technical aspects of automobiles is an advantage.

Customer Service & Sales Skills:

• Strong customer relationship management skills.
• Proven ability to achieve labour and parts sales targets.
• Excellent follow-up and communication skills.
• Strong interpersonal, negotiation, and problem-solving abilities.
• Customer-focused and target-oriented approach.

Computer Skills: Computer literate with the ability to use DMS, WIP reports, and standard computer applications.

Languages: Fluency in English is essential; Arabic language skills are preferred.

Certification / Training: Relevant automotive or customer service certification is preferred.

Why Join Ali & Sons?

At Ali & Sons, we are committed to excellence, customer satisfaction, and delivering a premium automotive aftersales experience. As part of a leading UAE business group, you will benefit from:

• A professional and customer-focused automotive environment.
• Opportunities for learning, development, and career growth.
• Exposure to internationally recognized automotive brands and workshop operations.
• A performance-driven culture focused on customer satisfaction and business results.
• Opportunities to strengthen your automotive and customer relationship expertise.
• A platform to build a successful long-term career in automotive aftersales.

Ready to Build Your Career with Ali & Sons?

If you are an experienced Service Advisor with strong automotive knowledge, excellent customer service skills, and a proven ability to achieve sales and CSI targets, apply now and become part of the Ali & Sons team.