CRC Agent- Arabic Speaking

Management Responsibility

• Number of People in Team: 5

The Opportunity

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 with a substantial response 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

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.
• Pay: AED14,000.00 - AED15,000.00 per month

Application Question(s)

• Are you open to temporary position?
• Are you an Arabic Speaker?
• Do you speak French?