Call Center Technical Consultant

Role Overview

Responsibilities

• Receive after-hours night-shift calls and provide roadside assistance support.
• Capture customer information and diagnose vehicle issues remotely.
• Handle enquiries about vehicle status, products, services, promotions, branch locations, and contact details.
• Refer technical enquiries to the team supervisor and escalate customer concerns when needed.
• Follow scripts and telephone etiquette standards while providing clear, reassuring, and empathetic instructions.
• Dispatch tow trucks, technicians, or other appropriate assistance to customer locations.
• Stay updated on service rules, warranty conditions, and promotions.
• Participate in CRM discussions and strategies to address service gaps.
• Prepare monthly reports on enquiries, complaints, and feedback, and recommend process improvements.
• Perform ad hoc activities requested by the National CRM Manager.

Requirements

• Minimum diploma or equivalent education.
• Excellent oral and written communication skills are required.
• English and Arabic comprehension is required for instructions and information.
• Proven technician experience is required.
• Knowledge of CRM software, MS Office, and telephone systems is required.
• Punctuality, time management, and timely customer support are required.
• Strong analytical skills are needed to analyze customer data and recommend improvements.
• Two to three years of relevant experience are required.

Schedule

• The role includes receiving customer calls after hours during the night shift.

Rewards

• The employer highlights ongoing training and career development opportunities.

Employer Context