Luxury Auto Call Center Specialist — CRM & Customer Care

unitedalsaqergroup; Abu Dhabi; On-site; AED 60,000 - 90,000; Full time

Job summary

BMW Group Retail Middle East is seeking a Call Center Representative to handle customer inquiries and deliver expert information on automotive products and aftersales services. You will be the primary contact for customers, solving issues and guiding them through service bookings and product promotions.

Role emphasizes accurate CRM logging, empathy under pressure, and collaboration with sales and service teams to ensure a seamless customer experience. Fluency in English and Arabic is valued.

Qualifications

• High school or diploma in Business Administration, Marketing, or related field.
• Minimum 0–1 year of experience in a call center, customer service, or automotive industry is preferred.
• Familiarity with CRM systems and call center software.

Responsibilities

• Answer inbound calls and respond to customer queries regarding products, services, and promotions.
• Assist customers with booking service appointments, test drives, and vehicle information requests.
• Provide accurate information on pricing, warranties, and financing options.
• Record customer complaints and elevate complex issues to the relevant department.
• Follow up with customers to ensure satisfactory resolution.
• Maintain professionalism and empathy while handling difficult interactions.
• Capture customer leads from calls and forward them to the sales team.
• Promote special offers, new vehicle launches, and after-sales services.
• Assist in cross-selling and upselling automotive products and services.
• Log all customer interactions into the CRM system.
• Maintain accurate records of inquiries, complaints, and service requests.
• Generate reports on call trends and customer feedback for management review.
• Coordinate with sales, service, and parts departments to provide seamless customer service.
• Participate in training sessions to stay updated on automotive products and company policies.
• Contribute to team goals by meeting individual performance targets (calls per day, customer satisfaction score, etc.).

Skills

CRM & Call Center Systems

Microsoft Office Suite

Customer Database Management

Call Handling Software

Basic Automotive Product Knowledge

Education

High school or diploma in Business Administration, Marketing, or related field

Tools

CRM software

Job description

BMW Group Retail Middle East is seeking a Call Center Representative to handle customer inquiries and deliver expert information on automotive products and aftersales services. You will be the primary contact for customers, solving issues and guiding them through service bookings and product promotions.

Role emphasizes accurate CRM logging, empathy under pressure, and collaboration with sales and service teams to ensure a seamless customer experience. Fluency in English and Arabic is valued.