Call Center Agent

Ali & Sons Group; Sharjah; On-site; AED 67,000 - 112,000; Full time

Job summary

Ali & Sons Group is seeking a customer service professional for our MG Aftersales team in the UAE. You will answer inquiries, provide accurate information on products and services, and support customers from initial contact to resolution.

You will handle calls, verify information, maintain records, and support post-delivery surveys to gauge satisfaction. The role requires at least 2 years in call center or customer service, fluent English, and strong communication skills.

Qualifications

• Diploma or Bachelor's degree in any discipline.
• Fluency in English is essential.
• Two years of relevant experience in call center or customer service.
• Certification or training in customer service is preferred.
• Proficient with standard office applications and basic computer skills.
• Strong verbal and written communication skills.
• Ability to handle customer complaints professionally and calmly.
• Detail-oriented with accuracy in customer data.
• Capability to manage multiple tasks in a fast-paced environment.

Responsibilities

• Handle customer inquiries with accurate product, service, and aftersales information.
• Provide end-to-end assistance and resolution based on procedures.
• Answer calls, verify information, and maintain customer records.
• Escalate concerns to relevant teams when needed.
• Conduct service satisfaction surveys after service and after delivery.
• Follow up on complaints and ensure timely updates.
• Support marketing campaigns through customer engagement and data collection.
• Perform data cleansing and keep customer information up to date.
• Stay updated on MG products and procedures.
• Support achievement of departmental objectives through excellent service.

Skills

Communication

Customer service

Problem-solving

Multitasking

Telephone skills

Attention to detail

Written communication

Education

Diploma or Bachelor's degree

Tools

MS Office

Job description

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


• 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.