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Customer Service Representative
3 weeks ago
**Job Requisition ID**:169282
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**:
As a Customer Support Representative (CSR) at FAMCO, you will be the key link between our customers and our Aftermarket team. You will ensure that clients who purchase equipment from FAMCO receive the full range of parts and service support available. You will manage customer requests, promote our products and services, and help grow our parts and service business. This is a customer-facing, target-driven role that plays a vital part in building strong relationships and driving customer satisfaction.
**What you will do**
- Manage customer requests for parts and service, ensuring timely and quality delivery.
- Develop and maintain customer call schedules.
- Use CRM tools to track customer needs and opportunities; drive service business through proactive outreach.
- Identify and develop new accounts through active prospecting and follow-up.
- Promote and sell service offerings such as PM contracts and maintenance programs.
- Monitor each customer’s parts and service needs and ensure clear communication throughout.
- Achieve sales targets for parts and services within your territory.
- Target key sales areas including undercarriage, engine, powertrain, and general parts.
- Collaborate with branch and technical teams to present tailored solutions to customers.
- Ensure accurate customer records and maintain professionalism in all interactions.
- Promote safe work practices and uphold FAMCO’s quality standards.
**Required skills to be successful**:
- Proven ability to work in a target-driven sales environment (preferably within heavy equipment, vehicles, or automotive aftermarket).
- Strong customer relationship management and communication skills.
- Ability to analyze customer needs and offer appropriate solutions.
- Strong commercial awareness and understanding of the parts and service business.
- High personal integrity and professionalism.
- Excellent planning, organization, and time management skills.
- Solid problem-solving and decision-making abilities.
**About the team**:
You will be part of the FAMCO Aftermarket team, collaborating closely with Regional Managers, Parts & Service colleagues, Workshop Staff, and the Sales team. You will also engage directly with customers to deliver best-in-class service. The team values strong communication, accountability, and delivering high levels of customer satisfaction
**What equips you for the role**
- College degree (preferably in Marketing or Business) is required.
- Background in parts and service sales in a heavy equipment or automotive environment is advantageous.
- Previous experience as a Sales Representative is a plus.
- Technical understanding of heavy equipment, vehicles, or aftermarket parts is preferred.
- Computer literacy including MS Office, CRM systems, and reporting tools.
- Strong written and oral communication skills
**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
