CRM Agent

JOB OVERVIEW

The CRM Agent serves as a primary point of contact for customers, primarily via phone calls, actively contributing to our customer satisfaction and sales objectives. Reporting directly to the CRM Senior Specialist (Supervisor), this role is crucial for managing inbound and outbound calls related to service reminders, appointment bookings, sales lead handling, comprehensive resolution of after-sales and parts complaints, and executing vital customer satisfaction surveys and campaign invitations.

KEY RESPONSIBILITIES

Customer Interaction & Communication:

• Serve as the primary point of contact for customers via phone calls, handling both inbound and outbound interactions with professionalism, politeness, and empathy.

• Adhere strictly to established communication scripts, brand voice guidelines, and FAQs to ensure consistent and accurate information delivery.

Service & Appointment Management (Outbound):

• Conduct outbound calls to customers to remind them of upcoming service schedules and proactively book appointments for periodic maintenance and other service needs.

• Verify and confirm service appointment details with customers, optimizing workshop schedules.

• Execute outbound call campaigns to invite targeted customers for particular campaigns or events, with customer data provided by Marketing, Sales, or After Sales departments.

Sales Lead Handling (Inbound):

• Efficiently handle incoming calls identified as sales leads, qualifying them based on established criteria for potential new car purchases.

• Convert qualified leads into actionable prospects for showroom visits, actively scheduling appointments for the relevant sales teams.

• Ensure accurate transfer of relevant sales leads and their associated information to the appropriate sales personnel for immediate follow-up.

Customer Satisfaction & Feedback Surveys:

·        Conduct essential sales post-follow-up calls with customers after each new car delivery, ensuring their satisfaction with the purchase process.

·        Administer various customer satisfaction surveys, including CSI (Customer Satisfaction Index), SSI (Sales Satisfaction Index), and NPS (Net Promoter Score) surveys, meticulously recording customer feedback.

·        Conduct voice of customer (VOC) surveys on a campaign basis, gathering broader insights into customer experiences and preferences.

·        Document all survey responses accurately in the CRM system, contributing to valuable customer insights.

After-Sales & Parts Complaint Resolution:

·        Receive and take full ownership of customer complaints, specifically regarding after-sales services or parts (whether originating directly from a phone call or handed over by the Social Media & Digital Specialist).

·        Conduct thorough investigations by gathering all necessary information from the customer and coordinating actively with relevant internal departments (After Sales Technical Manager, Parts General Manager, Warranty Manager, PDI Manager, service centers).

·        Work diligently to resolve complaints efficiently and effectively within standard timelines, aiming for high customer satisfaction and maintaining clear communication throughout the process.

·        Communicate resolution outcomes clearly, empathetically, and professionally to customers, ensuring their understanding and satisfaction.

Quality & Compliance:

·        Adhere consistently to call quality standards and performance metrics as monitored by the CRM Senior Specialist (Supervisor), through call listening and performance reviews.

·        Follow all company policies and procedures related to customer service, data handling, and operational guidelines.

·        Participate actively in regular call quality review and coaching sessions to continuously improve communication and service delivery skills.

SKILLS AND COMPETENCIES

·        A diploma degree or higher qualification

·        A minimum of 1 year of experience as a CRM agent or call center agent.    

·        Arabic, Kurdish

·        Strong commitment to providing exceptional customer service, a customer-first mindset, and genuine empathy.

·        Excellent verbal communication skills (fluent in Arabic/Kurdish and English writing) with clear articulation, active listening, and empathetic tone. Good written communication for CRM documentation.

·        Understanding of Iraqi customer expectations, communication nuances, and cultural dynamics for effective customer engagement.

Benefits

• Social Security
• Annual Leave
• Sick Leave
• Continuous Learning
• Health Insurance

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