Call Center Agent

Are you a friendly, organized individual who thrives on delivering exceptional service in a fast-paced setting? Join our team Call Center & CRM Agent, where you’ll play a key role in managing customer communications, supporting internal departments, and ensuring a smooth, responsive customer journey across both sales and aftersales functions.
In this role, you will handle inbound and outbound calls, address customer inquiries about vehicle models, services, and warranty, and manage CRM entries to ensure accurate customer records. Youll also assist in scheduling service appointments and test drives, conduct customer satisfaction surveys (SSS/PDSS), and support marketing campaigns through outbound communication and data collection. This position is ideal for someone who is proactive, detail-oriented, and passionate about creating positive customer experiences in the automotive industry.
Key Responsibilities:
- Handle inbound and outbound calls in a professional manner
- Provide accurate information on dealership services, vehicle models, promotions, and operating hours
- Schedule service appointments and coordinate with the service department
- Assist in transferring customer calls to the appropriate departments (Sales, Service, Parts)
- Document all customer interactions using the CRM/DMS system
- Follow up with customers for service reminders and post-visit feedback
- Escalate unresolved issues to the relevant supervisors or departments
- Ensure adherence to call handling KPIs and quality standards
Education & Experience:
- Bachelor’s degree preferred
- 1–2 years of experience in a call center or customer service role
- Prior experience in an automotive dealership or service center is highly desirable
Skills & Competencies:
- Strong verbal and written communication skills (Languages: English required, Arabic preferred)
- Good knowledge of dealership operations, vehicle models, and service processes
- Proficient in CRM systems and MS Office (Excel, Outlook, Word)
- Customer-oriented with excellent problem-solving and listening skills
- Ability to multitask and manage high call volumes
- Flexibility to work in shifts and on weekends as required