Service Advisor - Volvo, Al-Futtaim Automotive

About Al-Futtaim Group and Automotive Division

Established in the 1930s, Al-Futtaim Group is a prominent, privately-owned multinational conglomerate headquartered in Dubai, UAE. The group operates through five key divisions — automotive, financial services, real estate, retail, and healthcare — employing over 35,000 people across 20+ countries in the Middle East, Asia, and Africa. Al-Futtaim partners with over 200 globally recognized brands, grounded by its core values of respect, excellence, collaboration, and integrity. The Automotive division leads with distribution, manufacturing, leasing, and aftersales services for renowned brands including Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo, and RAM.

Role Overview

We are seeking a customer-oriented Service Advisor to join our Automotive Aftersales team in Dubai, UAE. This role serves as a vital communication bridge between customers and the workshop, ensuring a professional and transparent service experience from vehicle intake through delivery.

Key Responsibilities

• Greet customers courteously, promptly understanding and documenting their vehicle service and repair needs.
• Create detailed job cards, accurately estimate costs, and communicate expected completion timelines.
• Liaise closely with workshop teams to track repair progress and ensure timely vehicle delivery.
• Keep customers regularly informed about service updates, additional repair requirements, necessary approvals, and delays if any.
• Upon vehicle handover, clearly explain completed work, service invoices, and future recommendations.
• Promote value-added services while contributing to individual service and revenue targets.
• Address customer complaints proactively to ensure swift and satisfactory resolutions.
• Adhere strictly to company protocols for service documentation, billing, and customer communications.

Qualifications and Skills

• A diploma or bachelor’s degree in Automobile Engineering, Mechanical Engineering, or related disciplines.
• Strong working knowledge of automotive dealership operational procedures.
• Excellent customer service and interpersonal communication skills with a customer-first attitude.
• Minimum 3 to 5 years of automotive dealership experience, including at least 3 years in a Service Advisor or similar client-facing aftersales role.
• Capability to prepare precise job cards, cost estimates, and maintain accurate service records.
• Effective coordination abilities to collaborate with workshop, parts, and service teams.
• High integrity, teamwork orientation, cultural sensitivity, and commitment to quality customer service.
• Proficiency in MS Office; experience with ERP or Dealer Management Systems is advantageous.
• Ability to multitask efficiently in a dynamic service environment.
• Strong problem-solving aptitude to handle customer concerns calmly and professionally.
• Commercial mindset to support service revenue and promote value-added offerings.

Team and Work Environment

You will integrate into a collaborative Automotive Aftersales team alongside Service Managers, Assistant Service Managers, technicians, parts specialists, and front-line service staff. The team emphasizes excellence in service delivery, revenue growth, and enhancing satisfaction across the UAE's service network.