Job Location: Al Ain, United Arab Emirates
Work Mode: On-site
Date Posted: 15 October 2026
Job Reference/: 4480
Job Description / Role:
To lead the service function for the brand, develop and implement plans and programmes in order to achieve service targets in terms of revenue, quality and effective customer service.
Key Responsibilities:
- Receive customers in a professional manner providing them with accurate and timely information on their service needs.
- Accurately inform Service Advisors of customer needs and record information accordingly.
- Provide excellent customer service and monitor the customer contract. Ensure Service Advisors call the customers to enquire on arrival delays and rebook the service if requested.
- Organize and manage the shuttle service and accurately maintain the log of the service. Maintain log books for courtesy cars.
- Effectively handle customer complaints. Patiently address issues and discuss the same with the Service Advisors. Ensure service advisors follow the process in receiving/ delivering vehicles.
- Follow up on repeat complaints with the workshop to ensure the problem is effectively resolved.
- Follow up on WIP, analyze delays and intimate the customer on reasons for delays in delivery.
- Liaison with call center reports and follow up with those customers to ensure resolution of complaints and customer satisfaction.
- Effectively coordinate activities and information between the operators, service advisors and workshop to enable smooth workshop operations.
- Maintain cleanliness standards for the reception area, manage the work space, ensure the service boards are regularly updated and adhere to the workshop processes.
- Liaison with parts department on delivery delays and provide administrative support to the service advisors and workshop team for follow up matters.
- Liaison with sales to confirm details on service contracts, update the same in the system and process accordingly.
- Monitor the cars taken out for test drives and manage the gate pass system.
- Manage reception drivers and car cleaners to ensure vehicles are moved efficiently in the reception area.
- Guide and motivate subordinates to enhance performance and produce quality work, and ensure that they are continuously developed for higher level roles.
Experience
Required:
- 3-5 years experience in the automotive service industry
- Proven ability to perform in a fast-paced environment while managing tight deadlines
Education
Qualifications:
Graduate in any discipline
Skills Required:
- High attention to detail
- Ability to lead, develop and motivate teams
- Strong digital literacy and computer proficiency
Employment / Job Type: Full Time
About the Company:
A Dubai family owned conglomerate with interests in automotive distribution, luxury and lifestyle retail, hospitality, perfumes and cosmetics. It represents international brands across the Middle East and employs teams in retail, sales, marketing, logistics and corporate functions.
Company Industry: Automotive
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