Service Coordinator - Al-Futtaim Automotive BYD | Saudi Arabia

About Al-Futtaim Group and Automotive Division

Established in the 1930s, the Al-Futtaim Group has evolved into a diversified and forward-thinking private enterprise headquartered in Dubai, UAE. Operating across five sectors—automotive, financial services, real estate, retail, and healthcare—it employs over 35,000 people in more than 20 countries across the Middle East, Asia, and Africa. The Group partners with over 200 prestigious global brands, leveraging entrepreneurship and customer-centric focus to adapt and thrive in its markets.

Al-Futtaim Automotive, a key subdivision, operates in 10 countries spanning the Middle East, Asia, and Africa, representing manufacturers such as Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo, and RAM. The division specializes in distribution, manufacturing, leasing, and aftersales services, aiming to lead in personalized mobility solutions by providing exceptional omni-channel experiences and a comprehensive range of vehicle and equipment offerings.

Role Overview

The Service Coordinator position is central to ensuring efficient scheduling and capacity management within the aftersales workshop operations. This role liaises between customers, service advisors, and the workshop team to schedule appointments, optimize resource utilization, and maintain effective customer engagement.

Main Responsibilities

• Handle incoming service booking requests from telephone, online platforms, and walk-ins utilizing the Dealer Management System (DMS).
• Optimize workshop operations by aligning technician availability, bay capacity, job intricacies, and service priorities.
• Structure appointment scheduling to maximize workshop use and minimize downtime.
• Manage priority service bookings, including VIP clients, fleet accounts, recall initiatives, and manufacturer service programs.
• Monitor and adjust the booking schedule dynamically in response to operational changes.
• Confirm appointments ahead of time and send reminders to reduce cancellations and no-shows.
• Conduct pre-arrival communications to log additional customer issues and prepare service advisors adequately.
• Manage outbound communication campaigns for service reminders and recall notifications.
• Provide professional communications about appointment details, preparation advice, and expected service durations.
• Coordinate customer mobility options such as loaner vehicles, shuttle services, and waiting facilities.
• Support service advisors by monitoring open repair orders and escalating delayed or aging work-in-progress jobs.
• Maintain accurate customer records within the DMS, including contact updates and service preferences.
• Assist in workload balancing to promote smooth workshop flow.
• Generate daily to monthly reports on bookings, attendance rates, workshop utilization, and operational trends.
• Track KPIs like appointment conversion rates, no-show rates, outbound call effectiveness, and booking efficiency.
• Identify operational bottlenecks and recommend corrective actions to the Service Manager.
• Provide professional customer service by addressing inquiries and initial complaints, escalating complex cases appropriately.
• Support post-service follow-ups in collaboration with CRM and Customer Care teams.
• Adhere strictly to OEM communication protocols, data privacy laws, and internal auditing standards.

Qualifications and Experience

• Diploma or Bachelor’s Degree in Business Administration, Automotive, or related field.
• At least 2 to 4 years’ experience working in automotive dealership aftersales, contact center, or customer coordination, preferably involving appointment scheduling, workshop coordination, or CRM.
• Familiarity with high-volume service environments and customer interaction settings is advantageous.

Technical and System Skills

• Proficient in Dealer Management Systems (DMS) for scheduling, customer data handling, and appointment-tracking.
• Advanced Microsoft Excel skills for data reporting and performance analysis.
• Experience with CRM platforms, outbound communications tools, and customer engagement software.
• Strong ability to manage scheduling and optimize allocation of resources efficiently.

Additional Information

This role is full-time and based onsite in Saudi Arabia. The successful candidate will be part of a robust team of over 9,000 professionals focused on innovation, quality, and the delivery of world-class automotive customer experiences and mobility solutions across multiple markets.