CRC Agent – Customer Appointment Specialist

About the role

The CRC Agent is responsible for handling appointment enquiries, scheduling service bookings, and ensuring a premium customer experience in line with Jaguar Land Rover standards.

Key responsibilities

• Receive and process customer requests for service, maintenance, and repair appointments.
• Check workshop capacity, schedule appointments, and offer alternative dates or branches when needed.
• Follow the JLR Booking Script, confirm appointment details, and record all interactions in the CRM/DMS.
• Send appointment confirmations and reminders, manage changes, cancellations, and no‑show follow‑ups.
• Collect and maintain accurate customer and vehicle data, ensuring confidentiality and data‑protection compliance.
• Register and manage customer complaints, escalating serious cases and keeping customers informed.
• Conduct customer satisfaction calls and support loyalty campaigns.
• Prepare and submit appointment reports, highlighting changes or issues for management.

Required profile

• Bachelor’s degree or diploma in Business Administration, Marketing, Communication or related field.
• 1–2 years experience in customer service, contact‑centre or client‑relations, preferably in automotive or premium retail.
• Good command of Kurdish, Arabic and English.
• Ability to work flexible hours or shifts.

Required skills

• Proficiency with CRM and case‑management systems.
• Microsoft Office and email communication.