Customer Engagement Agent

Kavak GCC; Dubai; On-site; AED 60,000 - 120,000; Full time

Job summary

A leading automotive e-commerce firm in Dubai is seeking a Customer Engagement Specialist to enhance customer satisfaction and loyalty in post-purchase scenarios. The role requires strong communication and problem-solving skills, along with a background in customer service or automotive after-sales. The successful candidate will manage customer interactions and feedback to improve overall experience. This position offers health insurance, competitive salary, and a dynamic work environment, demanding a customer-centric approach.

Benefits

Health insurance

Life insurance

26 working days of holidays

Competitive base salary

Incentive scheme based on KPI's

Qualifications

• 2+ years of experience in customer service or customer engagement roles.
• Strong interpersonal and communication skills.
• Ability to manage multiple tasks and prioritize effectively.

Responsibilities

• Maintain regular communication with customers post‑purchase.
• Serve as the primary point of contact for after‑sales inquiries.
• Develop and manage customer loyalty programs.
• Track customer feedback and engagement metrics.
• Inform customers about product features and new service offerings.

Skills

Interpersonal skills

Problem-solving

Communication skills

Customer-centric mindset

Education

Bachelor’s degree in Business, Marketing, or Communication

Tools

CRM software

Data analysis tools

Job description

Dubai, United Arab Emirates | Posted on 10/11/2024

Who WE are? KAVAK is the number one e-commerce in the purchase and sale of pre‑owned vehicles with the fastest growth in Latin America. We work smart and make things happen, offering the easiest, safest and most transparent experience to buy or sell a car. But our journey doesn't stop there at KAVAK our goal is global! Now our footprint extends to the vibrant GCC region as part of our expansion into the Middle East, in the pursuit of our one and only goal: to transform the automotive market around the world. Today we have more than 180 Kavakees on the GCC team and growing, surrounding ourselves with the best talent to continue building the technology, processes, and products that make us the number one player in the pre‑owned car market.

Job Description

What will be your mission? This role involves building strong relationships with customers post‑purchase, enhancing customer satisfaction, promoting brand loyalty, and driving repeat business by ensuring a positive ownership experience. The successful candidate will work closely with service departments and customer support teams to address inquiries, resolve issues, and communicate relevant promotions or service updates to our customers.

Responsibilities

• Maintain regular communication with customers post‑purchase to ensure satisfaction, gather feedback and identify areas for improvement.
• Serve as the primary point of contact for after‑sales inquiries, addressing issues efficiently and working closely with the service team to resolve customer concerns.
• Develop and manage customer loyalty programs, follow up on service visits, and notify customers of upcoming maintenance needs.
• Track customer feedback and engagement metrics to provide insights to the marketing and product teams on customer experience improvements.
• Inform customers about product features, maintenance best practices, and new service offerings, promoting vehicle longevity and satisfaction.
• Coordinate and execute after‑sales engagement campaigns, such as service reminders, vehicle trade‑in opportunities, and customer appreciation events.
• Work with service, sales, and marketing teams to align engagement initiatives and enhance overall customer satisfaction.
• Responsible for receiving inbound customer calls and performing outbound customer calls as per Kavak standards.

Requirements

• Bachelor’s degree in Business, Marketing, Communication, or a related field (or equivalent experience).
• 2+ years of experience in customer service, automotive after‑sales, or customer engagement roles.
• Strong interpersonal and communication skills.
• Customer‑centric mindset with problem‑solving capabilities.
• Proficiency in CRM software and data analysis tools.
• Ability to manage multiple tasks and prioritize effectively.
• Experience in the automotive industry or a strong interest in automotive products and services.
• Familiarity with after‑sales and service processes.

This position is ideal for an enthusiastic, customer‑focused professional with a passion for delivering exceptional experiences and enhancing customer loyalty. If you thrive in a fast‑paced environment and are motivated to engage and retain customers, we encourage you to apply.

What we offer

• Health insurance
• Life insurance
• 26 working days of holidays
• Preferential price for retail cars upon completion of probation period
• Working schedule - 6 days/week, 9 hours (including one hour for lunch)
• Compensation: competitive base salary plus attractive incentive scheme based on meeting set monthly KPI's
• Family visa is not provided

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