Customer Care Agent

About the Role

Al Jazirah Vehicles Agencies Co. Ltd. is seeking a Customer Care Agent to join their team in Riyadh, Saudi Arabia. This full-time role focuses on delivering professional, high-quality, customer-focused telephone service to all AJVA customers, ensuring satisfaction through effective query resolution, complaint handling, troubleshooting, and product information provision.

Role Purpose

The primary purpose of this position is to serve as the front-line contact for customers, addressing a range of needs including answering questions, managing complaints, providing technical support, and facilitating telephonic and internet sales functions. The agent will operate within AJVA’s established policies, procedures, and objectives to maintain high standards of customer satisfaction.

Key Responsibilities

• Manage day-to-day operations related to customer interactions to ensure work continuity.
• Act as the initial point of contact for all customers, aiming to deliver high-quality service and maximize satisfaction.
• Build and maintain long-term relationships with customers through various communication channels, including phone calls, emails, and social media, to support sustained sales and revenue growth.
• Ensure all customer calls and complaints are handled promptly and resolved within AJVA’s policies and standards.
• Record and maintain comprehensive customer information and feedback within the CRM system.
• Forward urgent customer queries to the relevant department personnel and coordinate follow-up for feedback.
• Support and execute "Guaranteeing Customer Satisfaction & Loyalty" programs in accordance with AJVA and FORD standards.
• Contribute to identifying opportunities for continuous improvement in processes and practices, considering international best practices, cost reduction, and productivity enhancement.
• Assist in preparing timely and accurate reports for the connection center to meet company and departmental requirements.

Qualifications and Experience

• High School Certificate is required, with a diploma in Sales, Marketing, or a related field preferred.
• 0-2 years of relevant experience in a related field or industry.

Compliance and Standards

The Customer Care Agent is expected to adhere to all relevant departmental policies, processes, standard operating procedures, and instructions to ensure work is carried out consistently. Compliance with all safety, quality, and environmental management policies and procedures is also required to maintain a healthy and safe work environment.