Reception Supervisor | Al-Futtaim Electric Mobility | BYD

Job Requisition ID: 181692 About Al-Futtaim Established in the 1930s, Al-Futtaim is one of the most diversified and progressive privately held regional businesses, headquartered in Dubai. Operating across more than 20 countries, the Group spans automotive, financial services, real estate, retail and health. With more than 40,000 employees, Al-Futtaim represents over 200 of the world’s most recognised brands, including Toyota, Lexus, IKEA, ACE and Marks & Spencer. Driven by its purpose to enrich lives and elevate communities, Al-Futtaim focuses on digital innovation, AI, sustainable growth and strategic partnerships, creating long-term value for customers, communities and partners while building a responsible legacy for future generations. Overview Of The Role: - BYD is not just an automaker, it is a global technology company leading electric mobility, battery innovation, and sustainable transport solutions. Guided by our mission “Technological Innovations for a Better Life”, BYD is shaping a zero-emission future worldwide. As part of Al-Futtaim Automotive, you will be at the forefront of this transformation in the UAE. - We are seeking an for an experienced Reception Supervisor to lead the daily operations of our automotive service reception. You will ensure an efficient customer journey, high-quality interactions, accurate job-card management and consistent compliance with company and OEM standards. Reporting to the Aftersales Manager, you will supervise a team of receptionists and service advisors while supporting customer satisfaction and business performance. What You Will Do: - Lead, coordinate and allocate work across the service reception team to maintain professional and efficient customer handling. - Ensure job cards are created, communicated and closed accurately and on time. - Monitor customer updates, complaint handling and escalations to improve satisfaction and resolution rates. - Oversee warranty and parts-request processes at reception in line with OEM and company requirements. - Coach and develop receptionists and service advisors to strengthen customer-handling skills and achieve KPIs. - Maintain HSSE, quality and presentation standards across the reception area. - Track reception performance and customer satisfaction trends, and recommend service improvements. Required Skills To Be Successful: - Bachelors Degree or Diploma in Engineering. - 5-7 years of automotive customer service or reception experience, including at least two years in a supervisory role. - Strong knowledge of aftersales reception operations and customer-service processes. - Experience using a dealer management system such as SAP or an equivalent platform. - Demonstrated leadership, coaching and team-motivation skills. - Excellent communication, customer service, problem-solving and conflict-resolution abilities. - Commitment to Health, Safety, Security and Environment compliance and quality assurance. - Fluency in English; Arabic, Urdu or Hindi would be an advantage. About The Team: - You will join the Aftersales Service Centre team at DIP and report to the Aftersales Manager. You will lead approximately five to ten receptionists and service advisors and work closely with customers, workshop colleagues, parts teams and warranty stakeholders to deliver seamless service experience. Al-Futtaim Automotive is one of the region's leading mobility businesses, operating across eight countries in the Middle East, Asia and North Africa. With a portfolio of more than 25 world-leading brands, we deliver one of the region's most comprehensive mobility ecosystems. Our capabilities span passenger vehicles, commercial vehicles and industrial equipment, backed by integrated logistics, leasing, aftersales and financial services that deliver a seamless customer experience across every stage of the mobility journey. Our vision is to become a world-class mobility player, creating better experiences for our customers through innovation, digital transformation and a relentless focus on customer experience. We work alongside some of the world's most trusted automotive brands to shape the future of mobility, delivering solutions that meet the evolving needs of individuals, businesses and communities. Behind everything we do is a team of more than 9,000 colleagues united by ambition, collaboration and a shared commitment to progress. Together, we're shaping the future of mobility, embracing new technologies and creating better experiences for our customers. At Al-Futtaim Automotive, you'll be empowered to turn ambition into action and help move our customers, our business and your career forward.

Bachelor's Degree or Diploma in Engineering. 5-7 years of automotive customer service or reception experience, including at least two years in a supervisory role. Strong knowledge of aftersales reception operations and customer-service processes. Experience using a dealer management system such as SAP or an equivalent platform. Demonstrated leadership, coaching and team-motivation skills. Excellent communication, customer service, problem-solving and conflict-resolution abilities. Commitment to Health, Safety, Security and Environment compliance and quality assurance. Fluent in English; Arabic, Urdu or Hindi would be an advantage.

Lead, coordinate and allocate work across the service reception team to maintain professional and efficient customer handling. Ensure job cards are created, communicated and closed accurately and on time. Monitor customer updates, complaint handling and escalations to improve satisfaction and resolution rates. Oversee warranty and parts-request processes at reception in line with OEM and company requirements. Coach and develop receptionists and service advisors to strengthen customer-handling skills and achieve KPIs. Maintain HSSE, quality and presentation standards across the reception area. Track reception performance and customer satisfaction trends, and recommend service improvements.