Summary
United Motors Group is hiring a CRM Agent in Riyadh, Saudi Arabia. The role involves answering customer calls and emails, resolving complaints, processing orders, providing product and service information, and escalating issues when needed. The agent will document interactions, follow up with customers, identify call trends, and upsell products and services. Applicants need a high school education or higher, at least one year of call center experience, and fluency in English and Arabic.
The posting
As published on umc.com.sa. Pulled from the employer's site and shown as they wrote it.
High-level Job Purpose Statement
Responsible for answer incoming inquiries from customers and conducting outgoing calls to customers in order to generate actionable leads.
Essential Duties and Responsibilities
- Answer incoming calls and respond to customer’s emails
- Manage and resolve customer complaints
- Place customer orders in the computer system
- Identify and escalate issues to supervisors
- Provide product and service information to customers
- Research required information using available resources
- Research, identify, and resolve customer complaints using applicable software
- Process orders, forms, and application
- Route calls to appropriate resources
- Document all call information according to standard operating procedures
- Recognize, document, and alert the management team of trends in customer calls
- Follow up customer calls where necessary
- Upsell products and services
- Complete call logs and reports
- Other duties as assigned
Requirements
Minimum Requirements for the Role
Qualifications
High school or higher.
Experience
1 years’ experience in a call center environment.
Knowledge, Skills and Abilities
Superior listening, verbal and written communication skills.
Knowledge of Customer service practices and principles.
Excellent data entry and typing skills.
Fluent in English and Arabic.
Excellent interpersonal skills.
Ability to handle stressful situation appropriately.