Customer Relation Management officer | Voyah

Position: Customer Relation Management officer | Voyah |

Performance Plus Motors is a subsidiary of Abu Dhabi Motors, established in 2021 to drive innovation in the UAE’s mobility sector. We specialize in new passenger vehicle trading, motorcycles, electric bicycles, and trike scooters, alongside full-service maintenance and repair solutions. With a focus on sustainability and cutting-edge technology, we proudly represent Zero Motorcycles and VOYAH — two leading brands in the electric mobility space.

We are committed to delivering personalized service, quality vehicles, and smart transportation solutions across the region.

Job Summary

The CRM Officer is responsible for managing customer relationship activities and CRM systems to enhance customer satisfaction, retention, and loyalty. The CRM Officer supports marketing and sales operations by analyzing customer data, handling feedback, and coordinating engagement initiatives across the customer lifecycle.

Area of Responsibility & Activities CRM System Management

• Maintain and update customer data within the CRM platform (e.g., Salesforce, Autolines, or other dealership systems).
• Ensure data accuracy and segmentation for targeted marketing and communication campaigns.

Inbound and Outbound Call Handling

• Manage high volumes of inbound calls from customers related to inquiries, appointments, service updates, and general support.
• Conduct outbound calls to follow up on customer service, gather feedback, confirm bookings, and inform clients of promotions or service reminders.

Customer Interaction & Retention

• Manage customer communication before and after sales or service visits.
• Follow up with customers for feedback, satisfaction surveys, appointment reminders, and loyalty programs.

Reporting & Analysis

• Generate CRM reports, customer activity dashboards, and performance KPIs for management.
• Analyze customer trends, behavior, and preferences to support marketing strategies.

Campaign Support

• Coordinate with the marketing team to launch email, SMS, and digital campaigns targeting new and existing customers.
• Monitor campaign performance and contribute to improvements.

Complaint Handling & Escalation

• Record and track customer complaints or concerns, ensuring timely resolution or escalation.
• Support the service or sales teams in improving customer satisfaction based on feedback.

Cross-functional Coordination

• Liaise with sales, service, and after-sales departments to align CRM activities with business goals.
• Provide training or assistance to staff on CRM system usage as needed.

To be a successful Customer Relation Management (CRM) Officer

You should possess strong communication skills, a customer-focused mindset, and the ability to manage CRM platforms and data effectively in a fast-paced environment.

Qualifications and Skills Qualifications & Certifications & Experience (Mandatory & Preferred)

• 2–4 years of experience in CRM, customer service, or marketing support roles; experience in the automotive industry is preferred.
• Familiarity with customer journey mapping and automotive sales/service processes is an advantage.

Skills & Competencies Technical Skills

• Proficiency in CRM systems (e.g., Salesforce, Auto Line, SAP CRM).
• Strong knowledge of Microsoft Excel and reporting tools.
• Understanding of customer engagement strategies and sales cycle data.
• Basic knowledge of data analysis and reporting metrics.

Behavioral Skills & Competencies

• Customer Focus – Understands customer needs and ensures high levels of service and satisfaction.
• Accountability & Ownership – Takes responsibility for managing data and delivering timely reports and insights.
• Agility & Adaptability
  —Quickly adjusts to changes in customer behavior or internal tools and processes.
• Collaboration & Influence – Communicates effectively across departments and builds strong working relationships.
• Result Orientation
  —Works proactively to achieve KPIs, service quality standards, and CRM goals.

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Benefits

In return, we offer you a path towards your most rewarding career and an opportunity to be part of one of the leading family groups within the UAE. Additionally, we provide a competitive benefits package for all successful candidates.

Location

• Sheikh Zayed Rd - Al Quoz - Dubai

About the Group

Established more than 37 years ago, the United Al Saqer Group (UASG) is one of the leading multi-sector business groups in the United Arab Emirates. The UASG owns and operates a diverse yet complementary portfolio of more than 7 UAE-based companies encompassing a number of key industry sectors, which includes Abu Dhabi Motors, Dalma Motors, Al Saqer Heavy Equipment, Al Saqer Property Management, Awraq Islamic Financial Brokerage, Royal International Construction, and Royal Joinery.

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