Service Coordinator Al Futtaim Automotive BYD

About the Role

Al Futtaim Group is seeking a Service Coordinator to manage service bookings, optimize workshop capacity, and ensure effective customer communication. This full-time role is central to maintaining smooth and efficient aftersales operations, acting as a key link between customers, Service Advisors, and the workshop team.

Role Purpose and Impact

The Service Coordinator ensures that all appointments are accurately scheduled and workshop capacity is optimized. This position is critical for managing customer interactions professionally across all touchpoints, contributing directly to improved workshop utilization, reduced no-show rates, and an enhanced customer experience. The role aligns customer demand with workshop capacity, supporting operational efficiency and service revenue generation.

Key Responsibilities

• Manage inbound service booking requests received via calls, online platforms, and walk-in customers using the Dealer Management System (DMS).
• Optimize workshop loading by aligning technician availability, bay capacity, job complexity, and service priorities.
• Schedule appointments in a structured manner to maximize workshop utilization and minimize idle capacity.
• Coordinate priority bookings, including those for VIP customers, fleet accounts, recall campaigns, and OEM service programs.
• Monitor the booking pipeline and adjust schedules dynamically based on operational changes.

Customer Communication and Engagement

• Confirm service appointments in advance and send reminders to minimize no-show and cancellation rates.
• Conduct pre-arrival calls to capture additional customer concerns and ensure Service Advisors are fully prepared for reception.
• Manage outbound campaigns for service reminders, recalls, and OEM customer engagement programs.
• Provide clear and professional communication to customers regarding appointment availability, preparation requirements, and expected timelines.

Qualifications and Experience

Candidates for this role should possess 2-5 years of relevant experience in a service coordination or aftersales support capacity. A strong understanding of operational efficiency in a workshop environment and customer service best practices is essential.

Application Process

Interested candidates are invited to apply for this full-time Service Coordinator position. Salary details will be disclosed during the recruitment process.