Service Coordinator | Al-Futtaim Automotive - BYD | KSA

Position Summary

Appointment Booking & Capacity Planning

• Manage inbound service booking requests via calls, online platforms, and walk-in customers using the Dealer Management System (DMS)
• Optimize workshop loading by aligning technician availability, bay capacity, job complexity, and service priorities
• Schedule appointments in a structured manner to maximize workshop utilization and minimize idle capacity
• Coordinate priority bookings including VIP customers, fleet accounts, recall campaigns, and OEM service programs
• Monitor booking pipeline and adjust schedules dynamically based on operational changes

Customer Communication & Engagement

• Confirm service appointments in advance and send reminders to minimize no-show and cancellation rates
• Conduct pre-arrival calls to capture additional customer concerns and ensure Service Advisors are fully prepared for reception
• Manage outbound campaigns for service reminders, recalls, and OEM customer engagement programs
• Provide clear and professional communication to customers regarding appointment availability, preparation requirements, and expected timelines

Operational Support & Coordination

• Coordinate customer mobility solutions such as loan vehicles, shuttle services, and waiting area arrangements
• Support Service Advisors by tracking open Repair Orders and escalating delayed jobs or aging work-in-progress (WIP) cases
• Ensure accurate and up-to-date customer data in the DMS, including contact details, ownership updates, and service preferences
• Assist in balancing daily operational workload and supporting smooth workshop flow

Reporting & Performance Monitoring

• Prepare daily, weekly, and monthly reports on booking volumes, show-up rates, workshop capacity utilization, and operational trends
• Track key performance indicators such as appointment conversion, no-show rate, outbound call performance, and booking efficiency
• Identify capacity constraints, booking gaps, and operational inefficiencies, escalating issues to the Service Manager with recommended actions
• Maintain data accuracy within CRM and DMS systems to support reliable reporting and business insights

Customer Experience & Compliance

• Handle customer inquiries and initial complaints professionally, ensuring timely escalation of sensitive or complex cases to the Service Manager
• Support post-service follow-up activities in coordination with CRM and Customer Care teams
• Ensure compliance with OEM communication standards, customer data protection regulations, and internal audit requirements
• Maintain consistent and professional customer experience across all booking and communication touchpoints

Education

• al Requirements
• Diploma or Bachelor’s Degree in Business Administration, Automotive, or a related field

Requirements

• Minimum 2–4 years of experience in an automotive dealership aftersales environment, contact center, or customer coordination role
• Prior experience in appointment booking, workshop scheduling, or service CRM operations is strongly preferred
• Exposure to high-volume service operations and customer interaction environments is an advantage

Technical Skills

• Proficiency in Dealer Management Systems (DMS) for service booking, customer data management, and appointment tracking
• Strong Microsoft Excel skills for reporting, analysis, and performance tracking
• Familiarity with CRM systems, outbound calling platforms, and customer engagement tools
• Ability to manage scheduling systems and optimize resource allocation