Service Advisor – Automotive Customer Service

About the role

The Service Advisor is the primary point of contact for customers during service, repair and warranty visits. You will manage the entire customer journey from booking through vehicle hand‑over, ensuring a positive brand experience.

Key responsibilities

• Receive service and repair requests via phone, email, messaging and walk‑ins, schedule appointments and record customer concerns accurately.
• Open job cards, hand vehicles to the workshop with clear work descriptions, and arrange collection or delivery.
• Explain diagnoses, required work, costs and timelines in non‑technical language and obtain customer approval.
• Provide proactive updates on progress, parts availability and any delays.
• Track each vehicle through to completion, ensure final inspection, process invoices and collect payments.
• Conduct follow‑up calls, log feedback, resolve first‑level complaints and escalate when necessary.

Required profile

• Diploma or bachelor's degree in Automotive Technology, Engineering, Business or related field (or high school with substantial experience).
• 3 to 5 years experience as a Service Advisor in a UAE dealership or authorized workshop.
• Experience explaining warranty decisions, handling complaints and, preferably, launching new automotive brands.
• Fluency in English; Arabic is a plus and a valid UAE driver’s license.

Required skills

• Proficiency in dealer management systems.
• Understanding of service intervals and repair estimates.
• Working knowledge of vehicle systems.
• Familiarity with warranty terms.
• Microsoft Office proficiency.