Al-Futtaim Automotive is looking for an experienced and customer-focused Service Advisor to join our Aftersales team in Cairo.
About the Role
The Service Advisor will manage the end-to-end customer service journey for vehicle maintenance and mechanical repairs — from customer reception and accurate diagnosis capture through repair authorization, progress updates, quality confirmation, invoicing, and vehicle handover.
The role will play a key part in delivering Honda-standard customer care, achieving revenue targets, and supporting long-term customer retention.
What You Will Do
- Welcome customers professionally, understand their concerns and service requirements, and ensure a smooth service reception experience.
- Open and maintain accurate repair orders, documenting customer concerns, vehicle condition, required approvals, and all relevant information.
- Prepare clear and accurate estimates, explain required and recommended repairs, and promote relevant maintenance, parts, and value-added services based on customer needs.
- Maintain proactive communication with customers throughout the repair journey, including updates on progress, costs, additional work, and delivery timelines.
- Coordinate closely with workshop control, technicians, Parts, Warranty, and support teams to remove bottlenecks and ensure on-time vehicle delivery.
- Confirm repair completion and quality checks, review invoices for accuracy, explain completed work and future maintenance requirements, and ensure a professional vehicle handover.
- Support customer retention through post-service follow-up, complaint resolution, future booking opportunities, and accurate customer and vehicle data management.
- Ensure compliance with Honda standards, company policies, safety requirements, warranty procedures, and data privacy requirements, while contributing to continuous improvement initiatives.
What Equips You for the Role
- Bachelor’s degree in Mechanical or Automotive Engineering, or an equivalent relevant qualification.
- 2–5 years of experience in automotive service, customer service, workshop reception, or a related field; dealership experience is preferred.
- Basic knowledge of automotive systems, maintenance requirements, repair processes, and workshop terminology.
- Good command of Arabic and working proficiency in English, both written and spoken.
- Proficiency in Microsoft Office; experience with a Dealer Management System (DMS) is an advantage.
- Valid driving license is preferred.
- Strong customer focus, communication, active listening, and relationship management skills.
- Strong attention to detail, problem-solving, teamwork, and cross-functional coordination skills.
- A consultative approach to selling, with the ability to handle objections and manage customer concerns professionally.
