Call Center: Technical Consultant

United Al Saqer Group; Abu Dhabi; On-site; AED 45,000 - 78,000; Full time

Job summary

BMW Group Retail Middle East in Abu Dhabi is seeking a Call Center Representative to handle after-hours calls, collect customer information, and provide remote roadside diagnostics. You will address inquiries about status, products, services, and promotions, while maintaining a professional image and empathetic communication.

The role involves coordinating dispatches, feeding data for CRM insights, and contributing to process improvements under the National CRM Manager.

Qualifications

• Education: Diploma or equivalent.
• Excellent oral communication to capture needs and relay to teams.
• Bilingual capability: English and Arabic.
• Proven experience in customer service or call center roles.

Responsibilities

• Receive after-hours calls, collect customer data and provide remote diagnostics for roadside assistance.
• Handle customer inquiries about car status, products, services, and promotions; escalate to supervisor as needed.
• Maintain professional image and follow scripts and telephone etiquette.
• Dispatch appropriate assistance (tow trucks, technicians) to customer location.
• Gather information to escalate to supervisor and update on warranty rules and promotions.
• Participate in CRM team discussions to improve service gaps.
• Prepare monthly reports on inquiries, complaints, and feedback with improvement recommendations.
• Perform ad-doc activities as required by National CRM Manager.

Skills

Communication skills

English and Arabic

CRM software

MS Office

Time management

Analytical skills

2-3 years experience

Education

Diploma

Tools

CRM software

MS Office

Job description

CALL CENTER REPRESENTATIVE

Do you take pride in deliveringCRM strategies across the organization with a view to retaining existing customers, increasing brand loyalty and expanding the company brand? Welcome to BMW Group Retail Middle East.

BMW Group Retail Middle East - More than a career

New beginnings, unrivaled opportunities and unparalleled personal growth. This is your moment. Your time to shine, to explore your potential, and take everything to a whole new level. Because this is BMW Group Retail Middle East, and you know a career here is unlike anywhere else. Industry-leading and globally-renowned, seizing one of our opportunities could well transform your life.

The benchmark for automotive retail

Design quality. Exceptional service. State-of-the-art technology. There's a lot to be proud of in our vehicles. And every customers' relationship with it is going to be different. So we provide service consulting that's genuinely tailored to the individual's needs. Because personalized care ensures satisfaction and builds loyalty - and you'll be making that happen.

We'll give you all the tools you need to make every customer experience memorable. And you'll have all the support and opportunities to make the most of your own future with us.

Your role

Your role includescapturing crucial information and increasing the knowledge of our target market for aftersales, know the needs of our customers and have knowledge of the problems consumers want to be solved. As well as dealing with customer requests, you must offer ideas and insights as a means of helping to improve their experience.

Rewards

Your hard work will be rewarded with the opportunity to join one of the world's leading luxury automotive brands, the chance to work with a variety of people from many different backgrounds, along with on-going training and career development.

Job description:

• Receive call from customer after hours (night shift), obtain customer information and provide support in roadside assistance line to diagnose customers vehicles remotely.

• Attended customer concerns and enquiries regarding car status, products, services, promotions, locations and contact details of branches. In case of technical enquiries, this needs to be referred in a timely manner to team supervisor.

• Convey a professional image of Abu Dhabi Motors by following set scripts and telephone etiquette standards. Provide clear and concise instructions to customers while maintaining a reassuring and empathetic tone.

• Dispatch appropriate assistance to the customer’s location (e.g., tow trucks, technicians, etc.).

• Courteously receive customer concerns and collecting relevant information to elevate to team supervisor/manager.

• Keep aware of service rules and warranty conditions. As well as being updated with recent promotions to pass on accurate information.

• Participate in CRM team discussion and strategies to fill the Service gap.

• Prepare monthly reports about customer inquiries, complaints, and feedback. Analyze the data and provide recommendations for process improvement.

• Perform ad-doc activities as required by National CRM Manager.

Requirements:

Switched on and passionate, you'll be someone who can quickly get to grips with processes, products and services. . And if you have the tenacity and commitment to realize your potential, we'll give you the training to go as far as you can.

• Education: Minimum of Diploma or equivalent.

• Communication Skills: Excellent oral communication skills to effectively communicate customers' interest needs and requests to management and sales personnel; as well as written communication skills for emailand documentation.

• Language Skills: Ability to read and comprehend instructions and information in English and Arabic.

• TechnicalSkills: Proven experience as technician.
  

• Computer Skills: Good knowledge of relevant computer programs (e.g. CRM software, MS Office) and telephone systems.

• Time-management: Must be punctual, with the ability to manage assigned tasks within time schedule; as well as provide customer support in a timely manner.
  

• Top quality analytical skills: A big part of your job involves gathering and analyzing data to help you understand your customer base and coming up with suggestions for improving the existing strategy.

• Experience : 2-3 years relevant experience.