Job Summary
We are looking for a motivated and customer-focused Customer Service & Call Center Agent to join our Customer Engagement Center team at Abu Khader Automotive Group.
The role is primarily focused on conducting outbound calls with customers following their interactions with the company across
Sales, Aftersales, and Test Drive touchpoints. The successful candidate will be responsible for gathering customer feedback, identifying concerns, handling complaints, and ensuring that customer insights are properly documented and reported.
Key Responsibilities
- Conduct outbound calls to customers following Sales, Aftersales, Test Drive, and other customer interactions.
- Conduct customer satisfaction surveys and collect accurate feedback regarding the customer experience.
- Identify customer concerns, dissatisfaction, and service issues during calls.
- Handle and document customer complaints and ensure they are properly recorded and followed up.
- Escalate customer issues to the relevant departments when required.
- Maintain accurate and up-to-date records of all customer interactions and feedback.
- Follow approved calling scripts and customer experience guidelines.
- Identify recurring customer concerns and highlight them to the relevant team.
- Prepare customer feedback and complaint reports as requested by management.
- Support the Customer Engagement Center in maintaining high customer satisfaction and service quality.
- Perform other customer-related calling and reporting activities as assigned by management.
Requirements
- Minimum 1 year of experience in Customer Service, Call Center, Contact Center, or a similar customer-facing role.
- Good communication and interpersonal skills.
- Strong telephone communication skills and confidence in conducting outbound calls.
- Good listening and problem-solving skills.
- Ability to deal professionally with customer complaints and difficult situations.
- Good computer skills and ability to work with CRM systems and Microsoft Office.
- Bachelor’s degree in any related field.
- Good command of English is preferred.
- Previous experience in the automotive industry is an advantage but not mandatory.
Key Competencies
- Customer-focused mindset
- Communication skills
- Active listening
- Complaint handling
- Attention to detail
- Follow-up and ownership
- Teamwork
- Ability to work with targets and KPIs
