CUSTOMER EXPERIENCE AGENT

Responsibilities

Manage service bookings by scheduling, confirming, following up with customers for show up and conduct retention activities to bring back lapsed service customers. Ensure high first call resolution by resolving queries effectively. Follow structured complaint handling protocols to ensure a seamless resolution process. Collaborate with internal teams to enhance customer journeys and service efficiency. Maintain accurate CRM records in our system. Support quality assurance compliance and policies. Participate in quarterly training programs to develop CX skills and knowledge. Qualifications

1-3 years' experience in a customer service sales or contact center role. Previous experience in automotive, retail or hospitality industries is a plus. Required Skills

Experience with CRM systems (Salesforce) and telephony platforms (Geneysys) is preferred. Understanding of lead qualification and customer engagement techniques. Knowledge of service booking management and retention techniques. Familiarity with quality assurance standards and compliance protocols. Basic understanding of automotive industry processes. Technical proficiency in any CRM & Telephony systems( Salesforce, Geneysys is a plus) Excellent verbal & written communication skills in English & Arabic is Must. Strong negotiation and persuasion abilities to improve conversion rates. Technical proficiency in CRM & telephony systems (Salesforce, Genesys)

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