Service Assistant Ali & Sons

Exciting Opportunity: Join Ali & Sons as a Service Assistant

Are you an organized, customer-focused professional who enjoys coordinating appointments and supporting exceptional service experiences?

Join the Ali & Sons Group as a Service Assistant, where you ll be the first point of contact for customers booking service appointments. In this role, you ll support both internal and external customers, manage scheduling efficiently, and ensure accurate communication across departments.

Key Responsibilities:

• Handle incoming calls and book service appointments in line with company policies and procedures.
• Follow the recommended call handling checklist to ensure consistency and professionalism.
• Prepare ELSA checklists and review recall actions and technical product information (TPI) in advance.
• Communicate parts requirements to the Parts Department using TKP.
• Open job cards ahead of customer arrival and update customer data (emails, contact details) in the system.
• Identify potential repeat repair cases and raise DISS reports for all repair cases by default.
• Maintain and update the bookings sheet in the DMS system and TKP planning system.
• Provide phone introductions to new customers and inform them of current promotions.
• Offer onward transportation and dialogue reception options where necessary.
• Ensure polite and professional phone etiquette at all times.
• Redirect calls to the appropriate team members when required.
• Assist in creating pre-pick lists for the Parts Department.
• Forward daily schedules to relevant personnel for smooth operations.
• Communicate any service-related issues or challenges to the Division Head.
• Perform additional tasks as directed by the Reception Supervisor or Service Manager.

Role Purpose:

To efficiently manage service bookings and customer queries while supporting the service team through accurate coordination, ensuring a seamless after-sales experience.

What We re Looking For:

• Education: Degree or Diploma in any discipline.
• Experience: Minimum of 2 years in a similar position, ideally within the automotive or service industry.
• Languages: Fluency in English is essential; additional language skills (e.g., Arabic) are a plus.
• Software Skills: Proficiency in dealership management systems (DMS), ELSA, TKP, and standard office software.