Service Coordinator Al Futtaim Automotive BYD📣 Job Ad

About the Role

Al Futtaim Group is seeking a Service Coordinator for a full-time position, requiring 0-1 years of experience. This role is central to managing service bookings, planning workshop capacity, and ensuring effective customer communication within aftersales operations. The Service Coordinator acts as the primary operational link between customers, Service Advisors, and the workshop.

Role Purpose and Impact

The core purpose of this position is to ensure all appointments are accurately scheduled, workshop capacity is optimized, and customer interactions are handled professionally across all touchpoints. By maintaining booking discipline and proactive communication, the Service Coordinator directly contributes to maximizing workshop utilization, reducing no-show rates, and enhancing the overall customer experience. This role is critical in aligning customer demand with workshop capacity, supporting operational efficiency, and contributing to 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 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 dynamically adjust schedules based on operational changes.
• Confirm service appointments in advance and send reminders to reduce no-show and cancellation rates.
• Conduct pre-arrival calls to capture additional customer concerns and ensure Service Advisors are prepared.
• 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.
• Coordinate customer mobility solutions, such as loan vehicles, shuttle services, and waiting area arrangements.

Operational Support and Data Management

• Support Service Advisors by tracking open Repair Orders and escalating delayed jobs or aging work-in-progress (WIP) cases.
• Ensure accurate and up-to-date customer data in the DMS, including contact details, ownership updates, and service preferences.
• Assist in balancing daily operational workload and supporting smooth workshop flow.
• Maintain data accuracy within CRM and DMS systems to support reliable reporting and business insights.
• Handle customer inquiries and initial complaints professionally, escalating sensitive or complex cases to the Service Manager.
• Support post-service follow-up activities in coordination with CRM and Customer Care teams.

Reporting and Compliance

• Prepare daily, weekly, and monthly reports on booking volumes, show-up rates, workshop capacity utilization, and operational trends.
• Track key performance indicators such as appointment conversion, no-show rate, outbound call performance, and booking efficiency.
• Identify capacity constraints, booking gaps, and operational inefficiencies, escalating issues to the Service Manager with recommended actions.
• Ensure compliance with OEM communication standards, customer data protection regulations, and internal audit requirements.
• Maintain consistent and professional customer experience across all booking and communication touchpoints.

Experience Required

Candidates should possess 2-4 years of relevant experience in a coordination or customer service role, preferably within an automotive aftersales environment. Strong organizational skills, attention to detail, and excellent communication abilities are essential for success in this position.