Customer Support – Call Centre (UAE National)

To support the Aftersales department by managing customer communications, appointment
coordination, and complaint follow-ups. The role requires strong Arabic communication skills,
particularly in handling Arabic-speaking customers, addressing their concerns professionally, and
ensuring a positive customer experience throughout their service journey.

Key Responsibilities:

1. Customer Complaint Management

• Handle incoming customer complaints, particularly from Arabic-speaking customers.

• Communicate with customers in Arabic and English to understand their concerns and provide

appropriate assistance.

• Contact customers with complaints as assigned by the Aftersales Supervisor.

• Follow up with customers to obtain feedback and ensure their concerns are being addressed.

• Escalate unresolved or sensitive complaints to the Aftersales Supervisor.

• Maintain professional communication and ensure customers receive timely updates.

2. Appointment Management

• Send WhatsApp messages and SMS reminders to customers regarding upcoming service

appointments.

• Contact customers to confirm their scheduled appointments.

• Call customers who fail to attend their scheduled appointments (No-Show Customers) and

understand the reason for missing the appointment.

• Encourage customers to reschedule their appointments and coordinate with the workshop

team.

• Maintain proper follow-up records for missed and rescheduled appointments.

3. Customer Engagement & Promotional Activities

• Send promotional messages to customers regarding Aftersales offers, service campaigns,

discounts, and special packages.

• Contact customers to inform them about ongoing promotions and encourage service bookings.

• Follow up with customers whose vehicles are due for periodic maintenance.

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• Support customer retention and reactivation campaigns.

• Maintain a professional and customer-friendly approach during all promotional

communications.

4. Reporting & Coordination

• Maintain accurate records of customer calls, complaints, appointment confirmations, and

follow-ups.

• Update customer communication status in the designated CRM or internal system.

• Coordinate with Service Advisors and the Aftersales Supervisor to ensure smooth customer

handling.

• Prepare daily updates on completed calls, no-show follow-ups, complaint follow-ups, and

appointment confirmations.

5. Customer Feedback & Survey Management

• Send customer satisfaction survey links to customers after service completion.

• Follow up with customers through phone calls or WhatsApp to encourage them to complete

the survey.

• Explain the importance of providing feedback and assist customers if they face difficulties

accessing the survey.

• Monitor survey participation and ensure customers complete the feedback process.

• Follow up with customers who have not submitted their surveys.

• Share negative feedback or low customer satisfaction ratings with the Aftersales Supervisor for

immediate attention and corrective action.

• Maintain records of survey links sent, completed surveys, pending responses, and customer

feedback.

### Requirements
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Qualifications

- High school diploma or equivalent required. A diploma or bachelor’s degree in Business Administration, Marketing, Customer Service, or a related field is preferred.
- UAE National (Emirati).
- 1–2 years of experience in a call centre, customer service, or aftersales role. Automotive industry experience is an advantage.
- Fresh graduates with strong communication skills may also be considered.

Language Skills

- Fluent in Arabic (spoken and written), with the ability to handle Arabic-speaking customers confidently.
- Good command of English (spoken and written).

Technical Skills

- Proficiency in Microsoft Office (Word, Excel, Outlook).
- Experience with CRM or customer management systems, and the ability to keep accurate records.
- Comfortable using WhatsApp Business and SMS platforms for customer communication.
- Ability to work with survey tools and track survey responses.

Core Skills and Competencies

- Excellent verbal and written communication, with a clear, polite, and professional phone manner.
- Strong complaint-handling skills, including the ability to stay calm and empathetic with upset customers.
- Good follow-up discipline and attention to detail.
- Good time management, with the ability to handle a high volume of calls and follow-ups daily.
- Persuasive communication to encourage rescheduling, service bookings, and survey completion.
- Good judgement on when to escalate sensitive complaints to the Aftersales Supervisor.
- Teamwork and the ability to coordinate with Service Advisors, the workshop team, and the Aftersales Supervisor.
- Customer-focused attitude, with a positive and professional approach.
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Benefits

- Life insurance
- Preferential price for retail cars upon completion of probation period
- 22 working days of holidays
- GPSSA- General Pension & Social Security Authority
- Diverse and inclusive company culture: our team that spans continents, cultures, and backgrounds. This diverse workforce brings together a wealth of ideas and experiences, enriching your professional journey

Do you want to be part of this story? Apply now!