Night-Shift CRM & Customer Support Specialist

United Al Saqer Group

Abu Dhabi

On-site

AED 45,000 - 78,000

Full time

2 days ago

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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.