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Call Center: Technical Consultant

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  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    Sales & Business Development
  • Abu Dhabi
    Remote

Requirements

  • Minimum of Diploma or equivalent.
  • Excellent oral communication skills to effectively communicate customers’ interest needs and requests to management and sales personnel; as well as written communication skills for email and documentation.
  • Ability to read and comprehend instructions and information in English and Arabic.
  • Proven experience as technician.
  • Good knowledge of relevant computer programs (e.g. CRM software, MS Office) and telephone systems.
  • Must be punctual, with the ability to manage assigned tasks within time schedule; as well as provide customer support in a timely manner.
  • A big part of your job involves gathering and analyzing data to help you understand your customer base and coming up with suggestions for improving the existing strategy.
  • 2-3 years relevant experience.

Responsibilities

  • Receive call from customer after hours (night shift), obtain customer information and provide support in roadside assistance line to diagnose customers vehicles remotely.
  • Attended customer concerns and 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.
  • Convey a professional image of Abu Dhabi Motors by following set scripts and telephone etiquette standards. Provide clear and concise instructions to customers while maintaining a reassuring and empathetic tone.
  • Dispatch appropriate assistance to the customer’s location (e.g., tow trucks, technicians, etc.).
  • Courteously receive customer concerns and collecting relevant information to escalate to team supervisor/manager.
  • Keep aware of service rules and warranty conditions. As well as being updated with recent promotions to pass on accurate information.
  • Participate in CRM team discussion and strategies to fill the Service gap.
  • Prepare monthly reports about customer inquiries, complaints, and feedback. Analyze the data and provide recommendations for process improvement.
  • Perform ad-doc activities as required by National CRM Manager.

FAQs

What is the primary role of a Call Center Technical Consultant at BMW Group Retail Middle East?

The primary role involves capturing customer information, providing roadside assistance support, addressing customer concerns and inquiries, and ensuring a professional image while delivering exceptional service.

What are the working hours for this position?

This position requires working night shifts to assist customers who call after hours.

What kind of training and development opportunities are available?

The company offers continuous training and career development to help employees realize their potential and grow within the organization.

Is knowledge of vehicles necessary for this role?

Yes, a proven experience as a technician and an understanding of automotive processes and products are important for providing effective customer support.

What languages are required for this position?

Candidates must be proficient in both English and Arabic to effectively communicate with customers.

How should customer inquiries be managed?

Customer inquiries should be handled courteously, with relevant information collected for escalation to the team supervisor or manager when needed.

What tools or software will I need to know for this role?

Candidates should have a good knowledge of CRM software, MS Office, and telephone systems to efficiently manage customer interactions.

What kind of reporting will be required in this role?

The role requires preparing monthly reports on customer inquiries, complaints, and feedback, along with analyzing data for process improvement recommendations.

What is the minimum education requirement for this position?

The minimum education requirement is a Diploma or equivalent.

How many years of experience are needed for this role?

A relevant experience of 2-3 years is required for this position.

Established more than 40 years ago, the United Al Saqer Group is one of the leading multi-sector business groups in UAE.

Venture Capital & Private Equity
Industry
1001-5000
Employees
1988
Founded Year

Mission & Purpose

Established more than 40 years ago, United Al Saqer Group (UASG) is one of the leading business groups in the UAE. UASG owns and manages a diverse yet complementary portfolio of six 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. With a network of partners and sales teams spread across the Middle East and located in prime international markets, UASG has carved a distinctive niche as one of the UAE’s business leaders.

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