Call Center Agent

Key Responsibilities

• 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.
• Answer incoming calls, collect and verify customer information, and maintain accurate customer records.
• Assess customer requirements and determine the appropriate action or service based on established procedures.
• Handle dissatisfied customers professionally, providing patient assistance and escalating concerns to the relevant team when required.
• Explain procedures, answer customer questions, and provide relevant service details.
• 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 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.
• Support marketing campaigns and events through customer engagement and data collection.
• Perform data cleansing and maintain accurate and up-to-date customer information.
• Keep updated on MG products, services, procedures, and relevant product information.
• 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.
• 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.

Why Join Us?

At Ali & Sons, you will have the opportunity to build your career within a leading automotive organization and contribute directly to delivering an exceptional customer experience.

You will benefit from:

• 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.

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