CRC Agent- Arabic Speaking
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Key skills for this role
About the Role
Marketing Eye FZ LLC is seeking an Arabic-speaking CRC Agent to manage customer interactions through the Customer Relationship Center in Dubai. The role involves handling complaints, inquiries, and escalations via phone, email, and social media, ensuring KPIs are met.
Key Skills for This Role
Responsibilities
- Handle all customer complaints, inquiries, and escalations received through phone, email, letters, and social media channels
- Ensure all service levels, SLAs, and KPIs are achieved on a monthly basis
- Contact red flag customers and stakeholders to ensure satisfactory case resolution
- Take ownership of customer cases from initial contact through to final resolution
- Manage global customer cases and liaise with global customer relations team
- Escalate critical customer issues, trends, and insights to relevant stakeholders
- Drive retailer Customer Relationship Center maturity model roadmap
- Manage goodwill requests, including buybacks and trade ins
- Conduct random audits of retailer goodwill expenditures
- Proactively engage customers regarding roadside assistance incidents and work in progress cases
Requirements
- Strong interpersonal and communication skills
- Influencing and stakeholder management abilities
- Conflict resolution skills
- Self motivated with a proactive approach
- Strong customer service orientation
- Ability to manage multiple cases and priorities simultaneously
- Excellent problem solving and decision making skills
- Strong written and verbal communication skills in English
- Proficiency in Microsoft Office and CRM systems
- Candidates in UAE with dependents visa will only be considered
- Arabic speaker
Full Job Posting
Role Profile
- FUNCTION / DEPARTMENT: Commercial – Customer Service.
- REPORTING TO: CRC Manager.
- LOCATION: Dubai, UAE – Regional Office.
- MANAGEMENT RESPONSIBILITY: Number of People in Team: 5.
- This role is responsible for managing all customer interactions received through the Customer Relationship Center.
Key Performance Indicators (KPIs)
- 85% of cases resolved within one month.
- Service Level: 80% of calls answered within 20 seconds.
- Abandonment Rate: ≤ 5% of calls.
- Call, Case, and Correspondence QA Target: 86%.
- Cases Aged >30 Days: ≤ 20%.
- Cases Aged >21 Days: ≤ 5%.
- 95% of inbound correspondence/emails responded to within 3 working days.
- Social Media Response Times: Facebook within 3 hours, Twitter/X within 1 hour.
Key Accountabilities and Responsibilities
- Handle all customer complaints, inquiries, and escalations received through phone, email, letters, and social media channels.
- Ensure all service levels, SLAs, and KPIs are achieved on a monthly basis and implement corrective action plans when targets are not met.
- Contact red flag customers and stakeholders to ensure satisfactory case resolution.
- Take ownership of customer cases from initial contact through to final resolution by coordinating with technical teams, field teams, retailers, and senior management.
- Manage global customer cases and liaise with the global customer relations team.
- Escalate critical customer issues, trends, and insights to relevant stakeholders, including supply chain, technical teams, and field teams.
- Drive the retailer Customer Relationship Center maturity model roadmap across assigned markets and conduct monthly follow ups to ensure alignment with regional standards.
- Manage goodwill requests, including buybacks and trade ins, ensuring all supporting documentation is complete and recommending appropriate contributions.
- Conduct random audits of retailer goodwill expenditures that do not require prior authorization to ensure compliance with established guidelines.
- Proactively engage customers regarding roadside assistance incidents, work in progress cases exceeding 10 days, and repeat repair cases as directed by the technical support team.
Key Interactions
- End user customers.
- Technical teams.
- Retailer network.
- Global customer relations and legal teams.
- Regional Customer Service Managers.
- Wider regional office teams.
Knowledge, Skills and Experience
- Essential: Strong interpersonal and communication skills.
- Influencing and stakeholder management abilities.
- Conflict resolution skills.
- Self motivated with a proactive approach.
- Strong customer service orientation.
- Ability to manage multiple cases and priorities simultaneously.
- Excellent problem solving and decision making skills.
- Strong written and verbal communication skills in English.
- Proficiency in Microsoft Office and customer relationship management systems.
- Note: Candidates in UAE with dependents visa will only be considered.
Compensation
- Pay: AED14,000.00 AED15,000.00 per month.
Application Questions
- Are you open to temporary position?
- Are you an Arabic Speaker?
- Do you speak French?
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