Customer Care Agent

Al Jazirah Vehicles Agencies Co. Ltd.; Riyadh; On-site; SAR 67,000 - 112,000; Full time

Job summary

Al Jazirah Vehicles Agencies Co. Ltd. in Riyadh is seeking an entry-level Customer Service Agent to deliver frontline telephone support to customers, answer queries, and promote product information. You will manage inquiries, handle complaints, and contribute to maintaining high satisfaction through adherence to AJVA standards.

The role emphasizes relationship-building with buyers via phone, email, and social channels, plus accurate CRM documentation to drive service improvements.

Qualifications

• 0-2 years of relevant experience in a customer-focused environment.
• High School Certificate with preferably a Diploma in Sales, Marketing or related field.

Responsibilities

• Provide professional, frontline telephone service to AJVA customers for queries, complaints, and information.
• Handle telephonic and internet sales and ensure customer satisfaction within AJVA policies.
• Build and maintain long-term relationships with customers via calls, emails and social media.
• Record and maintain customer information in the CRM system and coordinate with departments for timely feedback.
• Ensure timely resolution of calls and complaints in accordance with standards.

Skills

Customer service

Communication

CRM systems

Education

High school diploma

Tools

CRM software

Job description

• To provide and promote a professional, high-quality, front-line customer focused telephone service to all AJVA customers for various purposes, including but not limited to, answering queries and questions, handling complaints, troubleshoot problems, providing product information and performing telephonic and internet sales function within and ensuring customer satisfaction within the AJVA’s policies, procedure, and objectives.

KEY ACCOUNTABILITIES & ACTIVITIES:

• Follow the day-to-day operations related to own job to ensure continuity of work.
• Contribute to the identification of opportunities for continuous improvement of processes and practices taking into account ‘international best practice’, improvement of business processes, cost reduction and productivity improvement.
• Assist in the preparation of timely and accurate reports of connection center to meet company and department requirements, policies and standards.
• Responsible for being first point of contact for all customers in order to ensure high quality service delivered and maximum customer satisfaction is achieved.
• Build and maintain long-term relationships with inquiring and/or buying customers through phone calls, emails and social media… to ensure sustained and increased sales and revenues.
• Ensure that all calls and complaints from customers (including MCI) are dealt with prompt and resolved on-time within AJVA’s agreed policies, procedures and standards.
• Record and maintain customer information and feedback on CRM system in comprehensible manner and forward the queries of immediate attention to the concern department personnel.
• Coordinate and follow-up with the concern departments for the feedback on the customer concerns and queries forwarded to them.
• Support & On-time Execute “Guaranteeing Customer Satisfaction & Loyalty” programs as per defined AJVA & FORD standards and policies.
• Follow all relevant departmental policies, processes, standard operating procedures and instructions so that work is carried out in a controlled and consistent manner.
• Comply with all relevant safety, quality and environmental management policies, procedures and controls to ensure a healthy and safe work environment.

JOB SPECIFICATIONS:

• 0-2 years relevant experience in a related field or industry
• High School Certificate with preferably a Diploma in Sales, Marketing or any other related field