Service Advisor - Toyota and Lexus Aftersales

Role:
Service Advisor

- Location:

Abu Dhabi, United Arab Emirates
- Industry: Automotive
- Function:
Vehicle Repair and Maintenance

- Experience:

3 to 5 years of automotive industry experience, preferably in a similar service role
- Job Type: Full Time
- Work Arrangement:
On-site

Al-Futtaim is seeking a customer-focused Service Advisor to support Toyota and Lexus aftersales operations in Abu Dhabi, United Arab Emirates. As a representative of the Toyota and Lexus brands, the Service Advisor will manage customer interactions throughout the vehicle servicing process, from understanding service requirements to explaining completed repairs and associated costs at vehicle delivery. The role focuses on building long-term customer relationships, improving Customer Service Value (CSV) and Net Promoter Scores (NPS), and contributing to branch revenue through effective service recommendations, upselling and discount control.

The successful candidate will work closely with Reception Managers, Aftersales Managers, Workshop Teams and the Production Team to coordinate service activities, provide timely customer updates and support right-first-time repairs. The position requires flexibility to work extended hours when necessary to fulfil customer commitments.

Country:
United Arab Emirates
City:
Abu Dhabi
Industry: Automotive
Function:
Vehicle Repair and Maintenance
Salary:
Not disclosed
Gender: No Preference
Candidate Nationality:
Not specified
Job Type: Full Time
Work Arrangement:
On-site

Customer Relationship Management

• Build and maintain long-term customer relationships to strengthen loyalty and retention.
• Represent the Toyota and Lexus brands professionally throughout the aftersales customer journey.
• Understand customer concerns, vehicle service requirements and expectations through effective consultation.
• Maintain active customer engagement throughout the servicing process.
• Handle customer complaints professionally and work toward satisfactory resolution.
• Support improvements in Customer Service Value and Net Promoter Scores through responsive and reliable service.
• Coordinate customer requirements with relevant aftersales and workshop personnel.
• Promote customer confidence through clear communication, accountability and consistent service standards.

Service Consultation and Workshop Coordination

• Consult with customers to identify vehicle concerns and required maintenance or repair services.
• Communicate customer requirements accurately to the appropriate workshop personnel.
• Coordinate with the Production Team to monitor vehicle service progress.
• Provide customers with timely updates on repair status and expected delivery.
• Work with Reception Managers, Aftersales Managers and Workshop Teams to support efficient service delivery.
• Maintain customer engagement throughout the repair process to support right-first-time service outcomes.
• Help ensure customer commitments are fulfilled through effective coordination and follow-up.

Sales and Revenue Performance

• Contribute to monthly service revenue targets through appropriate service recommendations and upselling.
• Apply effective discount control to support financial objectives.
• Identify relevant service opportunities based on customer needs and vehicle requirements.
• Communicate the value of recommended maintenance and repair services clearly.
• Support achievement of budgeted service and sales targets.
• Balance commercial objectives with customer satisfaction and long-term retention.

Vehicle Delivery and Customer Communication

• Explain completed maintenance and repair work to customers at vehicle delivery.
• Provide clear information about the costs associated with completed services.
• Ensure customers understand the…