CUSTOMER EXPERIENCE AGENT

Responsibilities

• Manage service bookings by scheduling, confirming, following up with customers for show up and conduct retention activities to bring back lapsed service customers.
• Ensure high first call resolution by resolving queries effectively.
• Follow structured complaint handling protocols to ensure a seamless resolution process.
• Collaborate with internal teams to enhance customer journeys and service efficiency.
• Maintain accurate CRM records in our system.
• Support quality assurance compliance and policies.
• Participate in quarterly training programs to develop CX skills and knowledge.

Qualifications

• 1-3 years' experience in a customer service sales or contact center role.
• Previous experience in automotive, retail or hospitality industries is a plus.

Required Skills

• Experience with CRM systems (Salesforce) and telephony platforms (Geneysys) is preferred.
• Understanding of lead qualification and customer engagement techniques.
• Knowledge of service booking management and retention techniques.
• Familiarity with quality assurance standards and compliance protocols.
• Basic understanding of automotive industry processes.
• Technical proficiency in any CRM & Telephony systems( Salesforce, Geneysys is a plus)
• Excellent verbal & written communication skills in English & Arabic is Must.
• Strong negotiation and persuasion abilities to improve conversion rates.
• Technical proficiency in CRM & telephony systems (Salesforce, Genesys)