Call Center Agent

Job Description:

• Handle customer inquiries and provide accurate information regarding products, services, and aftersales support.
• Provide end-to-end assistance to customers by understanding their concerns and ensuring appropriate resolution.
• Answer incoming calls, collect and verify customer information, and maintain accurate customer records.
• Assess customer requirements and determine the appropriate action or service based on established procedures.
• Handle dissatisfied customers professionally, providing patient assistance and escalating concerns to the relevant team when required.
• Explain procedures, answer customer questions, and provide relevant service details.
• Conduct Service Satisfaction Surveys (SSS) with customers following service completion to obtain feedback on MG aftersales services.
• Conduct Post-Delivery Satisfaction Surveys (PDSS) with new customers following vehicle delivery to ensure customer satisfaction.
• Follow up on customer complaints with the relevant teams and ensure timely updates and resolution.
• Conduct outbound calls for customer feedback, campaigns, follow-ups, and other business requirements.
• Support marketing campaigns and events through customer engagement and data collection.
• Perform data cleansing and maintain accurate and up-to-date customer information.
• Keep updated on MG products, services, procedures, and relevant product information.
• Support the achievement of departmental and organizational objectives through excellent customer service.
• Perform other duties and responsibilities as assigned by the Service Manager.

• Minimum 2 years of relevant experience in a Call Center, Customer Service, Contact Center, Automotive, or similar role.
• Diploma or Bachelor’s degree in any discipline.
• Fluency in English is essential
• Certification or relevant customer service training is preferred.
• Computer literate with good knowledge of standard office applications.
• Strong telephone and computer skills.
• Excellent verbal and written communication skills.
• Strong customer service and problem-solving abilities.
• Ability to handle customer complaints professionally and calmly.
• Good attention to detail and accuracy in handling customer information.
• Ability to manage multiple tasks and work effectively in a fast-paced environment.

At Ali & Sons, you will have the opportunity to build your career within a leading automotive organization and contribute directly to delivering an exceptional customer experience.

You will benefit from:

• Working with the MG Aftersales team in a dynamic automotive environment.
• Exposure to customer experience, service operations, and automotive aftersales.
• Opportunities to develop your communication, customer service, and problem-solving skills.
• Collaboration with cross-functional teams and customer-facing departments.
• Career growth opportunities within a diversified and established UAE organization.

MG

British motor brand MG has been around since the 1920s, representing a long and prestigious pedigree in the world of cars. Today, the company has a global presence with an impressive fleet of vehicles for all needs.

Inter Emirates Motors, a subsidiary of Ali & Sons Holding started its partnership with MG in late 2020. Today, it operates six showrooms and five service centres in Dubai, Abu Dhabi, Ras Al Khaimah, Sharjah, and Al Ain. With almost 100 after-sales representatives, we ensure our customers get the best possible service throughout their buying journey.