Job Requisition ID: 171563
Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world's most admired and innovative brands. Al-Futtaim Group’s entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.
By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day
Overview of the role:
Deal with Parts enquiries and support in growing parts business. Aid Parts sales team of branches in optimizing the conversion rate (closing deals). Register & Onboard new Parts customer. Maintain customer relations and satisfaction. Customer Relations and Lead Managements. Maintain customer database.
What you will do:
- Attend Parts enquiries received via calls, emails, webchat, WhatsApp & assist customer with,
o Price and availability by using Dealer Management System (SAP)
o Work closely, together with the branches to close the deals
o Promote Spare Parts and other consumable products (Upselling & Cross-selling)
- Make calls to Parts customer,
o Explain features and benefits
o Promote products and services
o Establish rapport with customers
o Sales follow-ups and Sales campaigns,
- Perform sales support activities like preparation of quotes, sales orders etc.
- Create and close leads through Lead Management Systems
- Respond promptly and professionally to customer inquiries received
- Coordinate with cross-functional team in order to complete the task effectively
- Handle customer complaints & concerns in a professional manner
- Ability to manage difficult situation and challenging customers
- Provide accurate information to customer and ensure customer satisfaction all the way
- Manage record of each customer and update customer database
- Prepare spare parts calls reports and update to line manager
- Maintain compliance with all company policies and procedures.
Required Skills to be successful:
- Expert in using Electronic Parts Catalogue (EPC)
- Experience in automotive after-sales parts / products is preferred
- Strong communication skills, active listening, and phone etiquettes
- Proficiency with technology, software applications, CRM and IVR systems.
About the Team:
Reporting to the Telesales Supervisor and will be working in a dynamic and busy After Sales environment wherein you will be dealing directly with different Stakeholders across the organization.
What equips you for the role:
- A Degree or Diploma
- 3 years of experience in Automotive customer support industry or Automotive Parts advisor or a similar position
About Al-Futtaim Automotive
A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.
Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world’s most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.
We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences.
We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment.
What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.