Service Advisor

About Abdul Latif Jameel Company Limited

Abdul Latif Jameel Company Limited is a diversified business with established operations across the Middle East, North Africa, and Turkey (MENAT region). With over 75 years of experience, the company has developed an extensive operational infrastructure, initially as a Toyota distributorship, and has since diversified into new sectors that contribute to the 'infrastructure of life' in the MENAT region.

The Role of Service Advisor

The Service Advisor facilitates service operations within the center to achieve targets in customer satisfaction, customer retention, and productivity. This full-time role, based in Unayzah, requires adherence to company vision, mission, values, and standard operating procedures. The position directly impacts sales target achievement and customer satisfaction ratios.

Key Responsibilities

• Achieve operational targets by preparing and implementing business plans.
• Provide efficient service with a "Guest First" mindset and fulfill essential obligations.
• Apply Jameel Standards relevant to the Service Advisor role.
• Implement all instructions and policies related to safety, welfare, integrity, and company branding.
• Conduct pre-acceptance inspections, record results, and confirm with customers.
• Assist in achieving GDI and increasing customer retention through professional engagement.
• Ensure satisfactory repairs are completed as per customer demands, coordinating with the Chief Technician for job assignments, diagnostics, and final inspection.
• Discuss repair details, estimated costs, and delivery times with customers.
• Communicate repair progress and obtain approval for additional parts, avoiding unnecessary replacements.
• Support a "Guest Centric" and "Fix-It-Right" mindset within the service team to ensure high-quality after-sales activities.
• Follow up on vehicle spare parts with the Parts Department to ensure timely repairs and delivery.
• Conduct post-service follow-ups for complaints and report issues for resolution.
• Improve customer confidence and satisfaction by adhering to service operation standards.
• Confirm service repair agreements with customers to ensure repairs meet requests.
• Monitor the Job Controller for accurate data entry, repair recording, and vehicle delivery status updates.
• Ensure Chief Technicians comply with quality control policies and procedures.

Qualifications and Requirements

• 5-10 years of relevant experience.
• Advanced knowledge of principles and processes for providing customer and personal services.
• Basic knowledge of principles and methods in promoting and selling products or services.
• Basic knowledge of production systems designed to improve productivity.

Work Environment and Impact

This role operates within a framework that directly impacts sales targets and customer satisfaction. The Service Advisor is responsible for ensuring parts are handled according to departmental targets, including conversion, receiving, binning, picking, and dispatching within the warehouse. The position plays a crucial role in ensuring high customer satisfaction through optimal care and high-quality service work, while upholding the company’s vision, mission, values, and standard operating procedures.

Why Join Abdul Latif Jameel?

Abdul Latif Jameel offers opportunities within an international footprint, spanning the MENAT region and globally. The company's culture is guided by values of Respect, Innovation, a Pioneering Spirit, and Empowerment, fostering an environment where ideas and people can thrive.