Crm agent

Job Summary

Khair Al Wady Al Athim (خير الوادي العظيم), a proud member of the esteemed Al Sadeq Group (ASGA) and a leading automotive and commercial equipment distribution company in Iraq, is seeking a dedicated and proactive Mid-Level CRM Agent to join our growing team in Erbil. Established in 2012, we are an authorized dealer and distributor across passenger vehicles, commercial trucks, and heavy construction equipment, committed to delivering exceptional service and building lasting customer relationships.

As a CRM Agent, you will be at the forefront of our customer engagement efforts, playing a pivotal role in maintaining and enhancing our client base through diligent use of our Customer Relationship Management system. You will be responsible for managing customer interactions, providing support, addressing inquiries, and ensuring a seamless customer journey from initial contact through post-purchase support. This role demands a customer-centric individual with excellent communication skills and a keen eye for detail, contributing directly to our reputation for excellence in the Iraqi market.

Responsibilities

• Manage and maintain customer data within the CRM system, ensuring accuracy and completeness for all interactions, leads, and customer profiles.
• Act as a primary point of contact for customer inquiries via various channels (phone, email, chat), providing timely and professional assistance related to our range of passenger vehicles, commercial trucks, and heavy equipment.
• Address customer issues, complaints, and feedback with empathy and efficiency, escalating complex cases to relevant departments (Sales, Service, Technical) when necessary and ensuring timely resolution.
• Conduct proactive outreach to customers for follow-ups, service reminders, product updates, and promotional campaigns, contributing to customer retention and loyalty.
• Support the sales and marketing teams by identifying potential leads, nurturing existing relationships, and assisting in the qualification process based on CRM data.
• Provide detailed information on product specifications, availability, pricing, and after-sales services, maintaining up-to-date knowledge of our entire product portfolio.
• Generate regular reports on CRM activities, customer interactions, and feedback trends to management, providing insights for continuous improvement.
• Collaborate cross-functionally with sales, marketing, and service departments to ensure a cohesive and positive customer experience across all touchpoints.
• Contribute to the development and refinement of CRM processes and strategies to optimize efficiency and enhance customer satisfaction.

Requirements

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• 2-4 years of proven experience in a CRM, Customer Service, or Customer Relations role, preferably within the automotive, heavy machinery, or a related industry.
• Demonstrable proficiency with CRM software (e.g., Salesforce, Microsoft Dynamics, Zoho CRM, or similar platforms) is essential.
• Exceptional verbal and written communication skills in both Arabic and English. Kurdish language proficiency is a significant advantage.
• Strong problem-solving abilities and a proactive approach to addressing customer needs and challenges.
• A customer-centric mindset with a passion for delivering outstanding service and building strong relationships.
• High level of attention to detail and accuracy in data entry and management.
• Ability to multitask, prioritize effectively, and manage time efficiently in a fast-paced environment.
• Excellent interpersonal skills and the ability to work collaboratively within a diverse team.
• Familiarity with the automotive, commercial vehicle, or heavy construction equipment industry will be highly regarded.

Benefits

• A competitive salary package commensurate with experience and qualifications.
• Opportunities for professional growth and career advancement within Khair Al Wady Al Athim and the broader Al Sadeq Group.
• A dynamic and supportive work environment where your contributions are valued.
• Comprehensive health and wellness benefits.
• Paid time off and public holidays.
• Ongoing training and development to enhance your skills and industry knowledge.
• The chance to be part of a leading company in Iraq's automotive and commercial equipment sector.

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