CRM Agent

About the role

SAS- Toyota Dealer is hiring a CRM Agent in Erbil, on the Erbil-Mosul road. The agent keeps customers informed, handles inquiries and feedback, follows up on sales and service transactions, and records all interactions in the CRM system so that customer satisfaction, retention and service quality improve.

Key responsibilities

• Handle inbound and outbound customer contact by phone, email, messaging and other CRM channels, answering questions about products, services, appointments, service status and promotions.
• Make follow-up calls after sales or service to check satisfaction and spot issues needing action.
• Record complete and accurate customer information and interaction history in the CRM system.
• Register complaints, requests, suggestions and feedback, and coordinate unresolved cases with the relevant departments; escalate serious or repeated complaints to the CRM Supervisor.
• Contact customers for campaigns, reminders, surveys and other authorised initiatives, and help with appointment scheduling and confirmation.
• Support customer retention by identifying dissatisfied customers and arranging recovery actions, and collect feedback to improve products and services.
• Follow up on open cases within set timelines, protect customer data confidentially, and follow approved scripts and procedures.
• Achieve assigned KPIs and prepare CRM reports on contacts, complaints, follow-ups and satisfaction when required.

Required profile

• Arabic: fluent; Kurdish: native or fluent; English: upper-intermediate to advanced.
• Bachelor's degree or diploma in Business Administration, Mechanical Engineering or a related field.
• Strong communication skills, customer-oriented attitude and strong reporting skills.

Required skills

• MS Office skills.
• CRM systems are preferable.