CRM Executive

CRM Executive is responsible for managing and analyzing a company's interactions with its current and potential customers. The role involves using CRM software to manage customer data, improving customer retention strategies, and driving sales growth by enhancing customer satisfaction.

Roles and Responsibilities

1. Answer incoming calls from customers, assisting with car care service inquiries, reservations, and concerns.
2. Provide information on policies, rates, and available services to customers.
3. Monitor, report, and analyze customer complaints, prioritizing and handling them effectively.
4. Control and monitor customer data updates, maintaining the CRM system accurately.
5. Ensure adherence to QMA procedures, company policies, and regulations at all times.
6. Conduct and analyze internal quality checks to continuously improve service quality.
7. Suggest improvements for customer service quality and overall service excellence.
8. Increase customer satisfaction and loyalty through proactive initiatives.
9. Optimize work processes that influence customer satisfaction in cooperation with department heads.
10. Upsell additional services, upgrades, and insurance options as appropriate.
11. Develop and implement customer care actions and initiatives for the Service Department.
12. Perform administrative tasks, such as data entry, filing paperwork, and maintaining customer records.
13. Collaborate with team members and management to ensure smooth operations and excellent customer service.

Qualifications/Requirements

1. Intelligent and quick-witted, able to rapidly assimilate new products and services.
2. Fluent in Arabic & English.
3. Excellent oral communication skills and superb listening skills.
4. Professional phone manner with a consultative approach and tone of voice.
5. Highly organized and self-motivated with the ability to prioritize tasks.
6. Confident in overcoming rejection and setting challenging goals daily.
7. Must be able to work accurately, under pressure, to meet strict deadlines.
8. Have sufficient analytical experience to complete research that identifies relevant information on prospective customers.
9. Commercially minded with experience of working to achieve targets.

Please note that only shortlisted candidates will be contacted. Thank you for applying with us.