Overview Of The Role:
This role is the representation of the brand & division to the customer and maintains customer relations to ensure an end-to-end engaged aftersales customer journey, that leads to revenue achievement & customer retention.
What you will do:
• Build long-term relationship with customers to ensure customer retention & loyalty.
• Achieve financial objectives by upselling & discount control, to meet monthly revenue targets.
• Actively engage with customers through consultation on their needs & service requirements, throughout the whole service process, in order to ensure vehicle is fixed right the first time.
• Coordinate with the Production Team to ensure timely progress update of vehicle to customers at all times to keep the customer informed and to maintain the on-time-delivery commitment.
• At the time of delivery (of the vehicle), ensure that the customer is provided detailed explanation of all the work performed & cost associated with those repairs, for the customers to understand the value-addition of services rendered by the business.
• Effectively manage customer complaints to satisfactory settlement to sustain & improve the Customer Service Value & Net Promoter Scores.
• Active compliance to all Standard Operating Procedures, company policies & distributor programs to ensure consistency in the customer experience.
Required Skills To Be Successful:
• Product and process knowledge including EV structure
• Technically proficient.
• Customer oriented
• Able to communicate well in Arabic and English
About The Team:
Reporting to the Aftersales Manager, you will be working in a dynamic and busy EV After Sales environment wherein you will be dealing directly with different Stakeholders across the organization.
What Equips You For The Role:
• 3 to 5 years overall experience with automotive industry, preferably in a similar service role related with EV’s.
• Diploma or Bachelor of Automobile /Mechanical Engineering.
Established in the 1930s as a trading business, Al-Futtaim is one of the most progressive regional business houses headquartered in Dubai, United Arab Emirates. Structured into six divisions; automotive, retail, electronics, engineering and technology, real estate, financial services and general services, Al-Futtaim operates through more than 60 companies and maintains a decentralised approach, giving individual businesses flexibility and versatility to maintain a competitive stance. Employing in excess of 20,000 people across the UAE, Bahrain, Kuwait, Qatar, Oman, Egypt, Syria, Pakistan, Singapore and Europe, this approach benefits employees, providing a clearly defined work culture where individuals are empowered with authority and responsibility for their work. The success of Al-Futtaim is attributed to proactively managing change whilst upholding the values of integrity, service and social responsibility. The majority of businesses, built on a portfolio of world leading brands, dominate their sector.
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