Call Center Agent - AFM - HO

Job description / Role

Call Center Agent(X3) - AFM - HO - SZR - Dubai

We are currently looking for a Call Centre Operator to work for Al Futtaim Motors in Dubai. Reporting to the Customer Relations Supervisor.

To conduct outbound calls for service reminders or repairs through dedicated 800 lines. Receive bookings to load workshops in line with production attended hours and maximise opportunity for team sales. Job holder should be able to communicate accurate information and cross sell existing service promotions, and contribute to customers retention initiatives.

You will be responsible for the following duties:
- Execute daily target of outbound calls in order to achieve required quota of service booking. Job holder should be able to answer customer enquiries about service schedules and related items, as well as generating accurate service notifications and customer data /system updates.
- Attend to customer enquiries regarding car status, products, services, promotions, locations and contact details of branches. In case of technical enquiries, this needs to be referred in a timely manner to team supervisor.
- Courteously receiving customer concerns, and collecting relevant information in order to escalate to team supervisor
- Convey a professional image of AFM by following set scripts and telephone etiquette standards.
- To show flexibility and abide by assigned shift schedules, in order to maintain availability levels in the call centre, and ensure timely response to customers, and welcome them with enthusiasm and courtesy.
- Awareness of service rules and warranty conditions. As well as being updated with recent promotions in order to pass on accurate information.

Requirements

- High School education
- SAP and CRM knowledge is an advantage
- Minimum 2 years work experience
- Experience in an customer service or call center role is preferred.

Job-Specific Skills:
- Time management
- Work to deadlines
- Can work on own initiative
- Good communication skills
- Arabic speaking advantage but not essential

Behavioural Competencies:
- A team player
- Excellent Interpersonal Skills
- Cultural awareness
- Able to build strong relationships

About the Company

Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.