Call Center Agent (Automotive)

JOB PURPOSEEfficiently conduct predefined customer satisfaction survey on Automotive Sales and After Sales customers. Receive, collate and follow up on customer comments and complaints through various channels and responds/ redirectto the concerned department representative to resolve the issue.

Key Accountabilities:

• Outbound Calls: Conduct outbound calls to automotive customers as assigned by the system to conduct “Customer Satisfaction Survey” to calculate “Customer Satisfaction Index (CSI)”. Record survey responses, customer comments, complaints and recommendations related to sales/after sales activities. Maintain database for corrective actions to be taken to enhance customer satisfaction.
• Inbound Calls: Receive and collate customer inquiries and complaints through various communication channels, company’s helpline, website, email, voice mail or fax. Promptly respond to inquiries using information available in the “CRM Knowledge Base” to maximize customer satisfaction. Escalate pending cases to the supervisor for further follow up and action.
• Customer Database: Complete and amend existing customer profiles received through data validation forms to ensure that records remain updated and are readily available for any ongoing customer communication or database analysis activities.

JOB SPECIFIC INFORMATION

Call Centre Agent will be in constant interface with the customer, involved in conducting Customer Satisfaction Surveys (CSI/SSI), handle first level of routine customer enquiries, collate, escalate and analyze customers complaints or suggestions for the Automotive division.

Qualification (e.g. Academic Qualification, Certifications, Licenses)

· Secondary School Education Certificate.

· Diploma in Business or equivalent is preferred.

Experience

· 1 year of minimum experience in customer service role.

· Very good command of verbal and written English.

· Arabic language is preferred.

Job Schedule:

• 5 days a week, with 2 days off
• Work location is in Mussafah, Abu Dhabi

Job Types: Full-time, Permanent

Pay: Up to AED1.00 per hour

Ability to commute/relocate:

• Abu Dhabi: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Tell me about your work experience in Customer Service.

Experience:

• call center: 2 years (Required)

Language:

• English (Required)
• Arabic (Required)

Work Location: In person