Service Advisor

About the Company

Abdul Latif Jameel is a diversified business group with a strong presence in the Middle East, North Africa, and Turkey (MENAT) region. Established 75 years ago, starting from a small trading business and Toyota distributorship, it now operates the largest vehicle distribution network in Saudi Arabia and has expanded into various sectors supporting regional infrastructure development. The company is built on long-lasting partnerships and trusted relationships with leading global brands.

Role Purpose and Expectations

The Service Advisor will facilitate service operations by managing personnel and facilities to meet targets in customer satisfaction, retention, and productivity while adhering to company values and standard operating procedures.

Key Responsibilities

• Conduct detailed pre-acceptance inspections of vehicles, recording damages and valuables, and verifying these with customers.
• Support the center’s achievement of gross dealer income (GDI) and enhance customer retention by demonstrating professionalism during customer interactions.
• Coordinate with the Chief Technician to ensure vehicle repairs meet customer demands, involving job assignments, preliminary diagnostics, and final inspections.
• Clearly communicate repair details, estimated costs, and timelines to customers using appropriate communication channels.
• Update customers on repair progress, seek approval for additional required parts, and ensure transparent communication to avoid unnecessary replacements.
• Promote a customer-centric and quality-driven approach by collaborating effectively with other departments to provide excellent after-sales service.
• Liaise with the Parts Department to ensure timely availability of spare parts and repair completion.
• Conduct post-service follow-ups on complaints or issues and promptly report to the Workshop Floor Manager for resolution.
• Improve customer confidence and retention by strictly following service operation standards and confirming repair agreements with customers.
• Monitor job controllers for accurate recording of repair data and vehicle delivery status for productivity analysis.
• Ensure quality control compliance by the Chief Technician to safeguard the company’s integrity and brand image.

Required Qualifications and Experience

• Bachelor’s degree or equivalent qualification.
• Minimum of 5 years’ experience in a service-related role.

Essential Skills and Competencies

• Time management skills to efficiently manage own and others’ work schedules.
• Ability to monitor and assess performance for continuous improvements.
• Strong aptitude for learning and applying new information to resolve problems and support decisions.
• Ability to handle stress and criticism calmly and effectively in high-pressure situations.
• Excellent interpersonal skills with the ability to analyze complex problems.
• Effective communication skills, including listening and questioning, to assess customer needs and promote service offerings.
• Goal-oriented with commitment to achieving challenging objectives.
• Proficient computer skills including spreadsheets, word processing, presentations, and database management.
• Good judgment, decision-making abilities, social perception, problem sensitivity, and inductive reasoning skills.
• Technical knowledge and understanding of automotive diagnostics, troubleshooting, and pre-diagnostic questioning.

Languages

English and Arabic proficiency is required.

Certifications

Service Advisor Level 2 certification is desirable.

Work Environment and Authority

The job entails overseeing customer service principles and sales promotion, managing parts handling according to department targets, and ensuring compliance with company procedures. The role influences operational sales targets and customer satisfaction ratios.

Why Join Us?

With a global footprint and longstanding success, Abdul Latif Jameel offers a dynamic work culture fostering respect, innovation, pioneering spirit, and empowerment. Employees benefit from diverse opportunities across the MENAT region and worldwide.