CRM Specialist

Ali & Sons Marine Engineering Factory (ASMEF); Abu Dhabi; On-site; AED 89,000 - 134,000; Full time

Job summary

Ali & Sons Marine Engineering Factory (ASMEF) in Abu Dhabi seeks a dynamic Customer Service/CRM specialist for Porsche aftersales. The role covers outbound/inbound calls, appointment coordination, CRM maintenance, and responsive customer support within a premium automotive environment.

The ideal candidate will have 2+ years in CRM or call center settings, fluency in Arabic and English, and strong communication and organizational skills to support premium aftersales services.

Qualifications

• High School certificate or equivalent.
• 2+ years in CRM, customer service, call center, or similar role.
• Fluency in Arabic and English required.
• Proficient in Microsoft Office and CRM systems.
• Strong verbal and written communication skills.
• Excellent customer service and problem-solving abilities.
• Good organization with multiple inquiries handling.
• Professional handling of customer concerns.

Responsibilities

• Outbound calls to follow up on service appointments and measure satisfaction.
• Handle inbound inquiries about service schedules and maintenance.
• Coordinate and schedule service appointments with the service team.
• Maintain accurate CRM data and track interactions and history.
• Regularly update customer contact details for effective communication.
• Address concerns promptly and escalate complex issues as needed.
• Analyze CRM data to identify trends and improvement opportunities.
• Support switchboard by directing calls and routing to staff.
• Provide administrative support and handle correspondence as required.
• Communicate operational challenges to the Supervisor and Department Head.

Skills

CRM

Customer Service

Call Center

Arabic

English

Education

High School Certificate

Tools

Microsoft Office

CRM systems

Job description

Job Description:

Key Responsibilities

• Conduct outbound calls to existing customers to follow up on service appointments, collect feedback, and assess overall satisfaction with Porsche aftersales services.
• Handle inbound customer inquiries regarding service schedules, vehicle maintenance, appointments, and other aftersales-related matters.
• Coordinate and schedule service appointments in close collaboration with the service team to ensure smooth and efficient service delivery.
• Maintain accurate and up-to-date customer information in the CRM system, including customer interactions, feedback, and service history.
• Regularly review and update customer contact details to ensure effective communication and follow-up.
• Address customer concerns and complaints promptly, escalating complex issues to the relevant departments for resolution.
• Analyse customer feedback and CRM data to identify trends, service improvement opportunities, and areas requiring additional attention.
• Support switchboard operations by directing incoming calls, connecting external callers to the appropriate employees, and responding to internal inquiries.
• Provide administrative and clerical support when required, including handling correspondence and assisting with departmental tasks.
• Communicate any operational challenges or concerns to the Supervisor and perform other duties as assigned by the Department Head or Manager.

Qualifications & Experience

• High School Certificate or equivalent.
• Minimum of 2 years of experience in a CRM, Customer Service, Call Center, or similar customer-facing role.
• Fluency in Arabic and English is essential.
• Computer literate, with good working knowledge of Microsoft Office and CRM systems.
• Excellent verbal and written communication skills.
• Strong customer service, interpersonal, and problem-solving abilities.
• Good organizational skills with the ability to manage multiple customer inquiries and follow-ups.
• Ability to handle customer concerns professionally while maintaining a customer-focused approach.

Why Join Us?

• Be part of the prestigious Porsche brand and its premium aftersales operations.
• Join an established automotive organization with a strong presence in the UAE.
• Work alongside experienced professionals in a customer-focused environment.
• Gain valuable exposure to premium automotive customer relationship management and aftersales operations.
• Benefit from opportunities for professional development and long-term career growth.

At Ali & Sons, we work with some of the most well-known and prestigious automotive brands in the world. The companies we work with are globally recognised for quality, reliability, and sophistication, and for many of them we are the sole distribution agent in the UAE.

With our automotive clients, we strive to provide customers with the best experiences possible driven by high-tech showrooms, world-leading after-sales support, and comprehensive guidance through every stage of the buying process.