CRM Focal Point

About the Role

Petromin Corporation is seeking a CRM Focal Point to join their team in Dammam, Eastern region. This full-time position is designed for individuals with 0-1 years of experience, focusing on effective customer complaint resolution and maintaining high standards of service.

Role Purpose

The primary purpose of this role is to manage customer complaints within an assigned region from initial receipt through to closure. This involves verifying case details on-site at branches and resolving issues proactively to prevent escalation or the generation of compensation liabilities.

Key Responsibilities

• Handle assigned customer complaints from end-to-end within statutory deadlines, maintaining consistent customer contact throughout the case lifecycle.
• Coordinate with the Ministry's regional branch and respond to inspector inquiries in a timely manner.
• Verify case facts directly on-site at branches, including repair status, parts availability, and required documentation, rather than relying solely on reported information.
• Proactively contact customers at critical points in the repair cycle, such as the day-7 parts checkpoint.
• Prepare comprehensive complaint responses detailing technical findings, regulatory positions, and actions taken.
• Collect and submit all documentation requested by inspectors, including job cards, repair agreements, technical statements, and warranty decisions.
• Settle customer disputes within delegated authority limits and ensure proper documentation of agreements.
• Accurately record all case activity in the complaints register and maintain current case statuses.
• Report recurring branch-level issues with supporting evidence for further action.

Performance Measures

• Resolution of cases within statutory deadlines.
• Rate of case escalation.
• Efficiency in resolution and delay days.
• Compensation value per case.
• Accuracy of case records.

Authority and Empowerment

• Authority to settle cases within the delegated financial limit.
• Ability to request case documentation directly from branches.
• Empowered to escalate cases approaching statutory deadlines without requiring prior approval.

Qualifications and Experience

Candidates should possess 0-1 years of relevant experience, demonstrating a foundational understanding of customer service and complaint resolution processes. The role requires strong organizational skills and the ability to manage multiple cases efficiently.