وصف الوظيفة
Role Overview
Call Center Agent at Ali & Sons Holding LLC. This is a customer-facing position within the MG Aftersales operation, based in the United Arab Emirates.
Role Purpose
Handle incoming and outbound customer communications to deliver accurate product and service information, resolve customer concerns, and gather feedback to ensure high levels of customer satisfaction and support organizational 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.
Surveys & Feedback
- 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.
- Conduct outbound calls for customer feedback, campaigns, follow-ups, and other business requirements.
Complaint Management & Follow-up
- Follow up on customer complaints with the relevant teams and ensure timely updates and resolution.
Data & Systems Management
- Perform data cleansing and maintain accurate and up-to-date customer information.
- Support marketing campaigns and events through customer engagement and data collection.
Product & Process Knowledge
- Keep updated on MG products, services, procedures, and relevant product information.
General Responsibilities
- 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.
- Certification or relevant customer service training is preferred.
Skills & Competencies
- Computer literate with good knowledge of standard office applications.
- Strong telephone and computer skills.
- 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
Why Join Us
- Work with the MG Aftersales team in a dynamic automotive environment.
- Gain exposure to customer experience, service operations, and automotive aftersales.
- Develop your communication, customer service, and problem-solving skills.
- Collaborate with cross-functional teams and customer-facing departments.
- Access career growth opportunities within a diversified and established UAE organization.
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