Service Advisor

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.