Key Responsibilities



1. The key responsibilities of this role are outlined in this section.

2. Ensure that the duties are carried out in accordance with the relevant Service procedures and in in a timely manner.

3. Continuously strive to delight customers and work towards achieving the highest degree of customer satisfaction and are “Completely Satisfied”

4. Proactively seek and secure repeat business, referral and other available methods.

5. Ensure that records with customer information to ensure that the CRM database is fully and accurately maintained.

6. To enhance the reputation of Al Ghandi Automotive Group at every opportunity when interacting with others.



Interaction and Reporting



• Directly reports to: Service Manager

• Relationships With: Showroom Accountant and Cashiers, other Sales Consultants, Finance and Insurance Manager, Accessory Salesman, Fleet Sales Executives, Fleet Sales Manager, Sales Admin Assistants, Office Attendants, Delivery Coordinators, Drivers, suppliers and representatives.



Performance Objectives

• Service Performance Objectives

• Service Satisfaction Objectives

• Service Quality Objectives



Customer Interaction:

• Respond promptly to all Service customer enquiries, communications and requests.

• Answer the telephone swiftly within 3 rings and respond promptly to voicemail messages.

• Respond to emails and web lead within the prescribed timelines

• Deal satisfactorily with all customer queries within one working day of any query being raised, referring it to Service Management as necessary.

• Ensure that all paperwork and other communications to customers are clearly explained.

• Ensure complete satisfaction; “Completely Satisfied”



Authority Limits

• The Service Policy and Procedures Manual define the authority limits of this position.

• Authority to instruct administration staff in the processing of documentation and paperwork, in accordance with the policies and procedures.

• Authority to instruct and supervise staff and customers in situations of emergency or danger.

• To assist in the training of junior staff.



Communicating with other staff:

• Ensure that operational information is communicated clearly to all other appropriate departmental staff in accordance with the relevant procedure.

• Work effectively with other team members in order to provide cover and maintain continuity of service and ensure the Manager is aware of your personal whereabouts at all times.



Training and Development:

• Attend Al Ghandi, manufacturer and supplier training programmes as necessary to maintain product knowledge, particularly on new products, new and updated models, specifications and options, so to be able to present in an expert way to customers and other staff alike.

• Keep updated on competitors’ products,

• Keep updated on public perceptions of the industry, the dealership and its products.



Qualifications, Training and Experience

• The highest standards in personal appearance and hygiene. Always follow the dress code.

• Capable of conversing with others pleasantly, clearly and effectively

• Good verbal and written English, preferred also Arabic and other languages

• Knowledge of departmental processes

• Maintain up-to-date knowledge of legislation, regulations and trade practices as well as vehicle legislation as it affects the industry.

• High level of numeracy and literacy and an ability to think quickly during a negotiation process.

• Demonstrate willingness and enthusiasm at all times to engage in training and personal development

Job Details

Preferred Candidate

Apply Now - Jobs in UAE - Customer Service Jobs in UAE - Search All Jobs