<p><b>Job Requisition ID: </b>165481 </p>
<p>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. </p>
<p>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</p>
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<p><b>Overview of the role:</b><br>
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. </p>
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<b>What you will do:</b><br>
• Build long-term relationships with customers to ensure customer retention & loyalty.<br>
• Achieve financial objectives by upselling & discount control, to meet monthly revenue targets.<br>
• Actively engage with the customer through consultation on customer needs & service requirements, through the whole service process, in order to ensure vehicle is fixed right the first time. <br>
• 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.<br>
• At the time of delivery (of the vehicle), ensure that the customer is provided detailed explanation of all work performed & cost associated with those repairs, for the customers to understand the value-addition of services rendered by the business. <br>
• Effectively manage customer complaints to satisfactory closure of all complaints, to sustain & improve the Customer Service Value & Net Promoter Scores.<br>
• Active compliance to all Standard Operating Procedures, Company policies & Distributor Programs to ensure consistency in the customer experience. <br>
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<b>Required Skills To Be Successful:</b><br>
• Minimum 3 years experience with automotive industry, preferably in a similar service role related with EV’s. <br>
• Technical knowledge provides up-to-date technical information in response to customer inquiries.<br>
• Excellent customer service, willing to go the extra mile.<br>
• Strong English communications skills, Arabic speaker an added advantage!<br>
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<b>About The Team:</b><br>
The role will report to the Aftersales Manager and you will be working in a busy workshop environment wherein you will be dealing directly with Customers, Service Managers, Aftersales Managers, Worshop Teams & Technicians on a daily basis.<br>
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<b>What Equips You For The Role:</b><br>
• Diploma or Degree in Technical school / Certificate/ Diploma in Automobile / Mechanical Engineering<br>
• Minimum of 3 to 5 years’ experience in the automotive industry or similar role.<br>
• A broad based knowledge to service as a reliable consultant is essential for this role. </p>
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<p><b>About Al-Futtaim Automotive</b><br>
A major division of the UAE-based Al-Futtaim Group of companies, <b>Al-Futtaim Automotive</b> is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.<br>
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.<br>
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. <br>
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.<br>
What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path. <b>This is Al-Futtaim Automotive and we empower talent to move forward.</b></p>
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