Call Center Agent

Role Overview

Call Center Agent at Ali & Sons Holding LLC. The successful candidate will handle customer inquiries, provide product and service support, and deliver exceptional service to customers in the automotive aftersales sector.

Role Purpose

To manage incoming and outbound customer communications, resolve service inquiries, gather customer feedback, and support the delivery of excellent customer experience across the MG aftersales operation while maintaining accurate records and contributing to departmental objectives.

Key Responsibilities

Customer Service & Support

• Answer incoming calls, collect and verify customer information, and maintain accurate customer records.
• Handle customer inquiries and provide accurate information regarding products, services, and aftersales support.
• Provide end-to-end assistance to customers by understanding their concerns and ensuring appropriate resolution.
• Assess customer requirements and determine the appropriate action or service based on established procedures.
• Explain procedures, answer customer questions, and provide relevant service details.
• Handle dissatisfied customers professionally, providing patient assistance and escalating concerns to the relevant team when required.

Feedback & Surveys

• Conduct Service Satisfaction Surveys (SSS) with customers following service completion to obtain feedback on MG aftersales services.
• Conduct Post-Delivery Satisfaction Surveys (PDSS) with new customers following vehicle delivery to ensure customer satisfaction.

Follow-up & Resolution

• Follow up on customer complaints with the relevant teams and ensure timely updates and resolution.
• Conduct outbound calls for customer feedback, campaigns, follow-ups, and other business requirements.

Data Management

• Perform data cleansing and maintain accurate and up-to-date customer information.
• Support marketing campaigns and events through customer engagement and data collection.

Knowledge & Development

• Keep updated on MG products, services, procedures, and relevant product information.

General

• Support the achievement of departmental and organizational objectives through excellent customer service.
• Perform other duties and responsibilities as assigned by the Service Manager.

Qualifications & Experience

• Minimum 2 years of relevant experience in a Call Center, Customer Service, Contact Center, Automotive, or similar role.
• Diploma or Bachelor's degree in any discipline.
• Fluency in English is essential; Arabic is preferred.
• Certification or relevant customer service training is preferred.

Skills & Competencies

• Strong telephone and computer skills.
• Computer literate with good knowledge of standard office applications.
• Excellent verbal and written communication skills.
• Strong customer service and problem-solving abilities.
• Ability to handle customer complaints professionally and calmly.
• Good attention to detail and accuracy in handling customer information.
• Ability to manage multiple tasks and work effectively in a fast-paced environment.

Additional Information

• Working with the MG Aftersales team in a dynamic automotive environment.
• Exposure to customer experience, service operations, and automotive aftersales.
• Opportunities to develop your communication, customer service, and problem-solving skills.
• Collaboration with cross-functional teams and customer-facing departments.
• Career growth opportunities within a diversified and established UAE organization.