Handover Specialist Al Futtaim Automotive BYD

About the Role

Al Futtaim Group is seeking a Handover Specialist for a full-time position. This role is responsible for managing the vehicle delivery process, which is a critical stage in the customer journey. The Handover Specialist ensures that each customer receives a structured, premium, and brand-aligned experience during vehicle delivery.

Role Purpose and Impact

The specialist facilitates a smooth transition from sale to ownership by ensuring vehicle readiness, completing all necessary documentation, and educating customers on vehicle features, safety systems, and connected technologies. By providing a professional handover, the Handover Specialist directly influences customer satisfaction (NPS/CSV), brand perception, and long-term customer loyalty. This role is crucial for converting a successful sale into a lasting customer relationship through exceptional delivery standards and post-handover engagement.

Key Responsibilities

• Conduct structured, OEM-aligned vehicle handovers, including full feature walkthroughs, infotainment setup, and connected services activation.
• Personalize the delivery experience for VIP customers, corporate clients, and loyalty customers.
• Ensure vehicle readiness prior to delivery, including completed Pre-Delivery Inspection (PDI), detailing, fuel/charge level, accessory fitment, and presentation standards.
• Deliver a professional, engaging, and memorable handover experience aligned with dealership and OEM expectations.
• Verify all delivery documentation is complete and accurate, including registration, insurance, financing contracts, warranty documents, and service plans.
• Capture all required customer signatures, acknowledgements, and compliance documentation.
• Set up customer profiles within OEM systems, including mobile apps, connected vehicle platforms, and digital services.
• Ensure full compliance with dealership processes, KYC requirements, and audit standards.
• Educate customers on key vehicle features, including safety systems, ADAS, infotainment, and connected services.
• Provide guidance on EV or hybrid vehicle usage, including charging procedures, battery management, and range optimization where applicable.
• Explain service schedules, maintenance requirements, roadside assistance, and aftersales contact points.
• Conduct post-handover test drives where required to ensure customer confidence and familiarity with the vehicle.
• Conduct post-delivery follow-up calls within 24–72 hours to confirm customer satisfaction and address any concerns.
• Capture customer feedback and share insights with Sales, Service, and PDI teams for continuous improvement.
• Promote loyalty programs, referral opportunities, and customer reviews to strengthen brand engagement.
• Ensure a zero-defect delivery experience and minimize post-handover escalations.

Qualifications and Experience

• 0-1 years of experience in a relevant field.

Work Type

This is a full-time position.

Application Process

Salary details for this position will be discussed during the interview process.