CRM Agent

Job Title: CRM Agent.

Company: SAS- Toyota Dealer.

Location: Erbil- Mosul Road.

Overall Objective of the Job:

The CRM Agent is responsible for maintaining effective communication with customers, managing customer inquiries and feedback, conducting follow-up activities, and accurately recording customer interactions in the CRM system. The role supports SAS in improving customer satisfaction, customer retention, service quality, and overall customer experience by ensuring that customer concerns and requests are handled professionally, efficiently, and within established service standards.

Tasks and Responsibilities: 

• Handle inbound and outbound customer communications through approved communication channels, including telephone calls, email, messaging platforms, and other CRM channels.

• Respond professionally and promptly to customer inquiries regarding SAS products, services, appointments, service status, promotions, and other relevant matters.

• Conduct customer follow-up calls after sales or service transactions to assess customer satisfaction and identify any concerns requiring further action.

• Record and maintain complete, accurate, and up-to-date customer information and interaction history in the CRM system.

• Register customer complaints, requests, suggestions, and feedback according to established CRM procedures.

• Coordinate customer complaints and unresolved cases with the relevant departments and responsible employees.

• Follow up on open customer cases until appropriate action has been taken and the case is properly closed.

• Escalate serious, sensitive, repeated, or unresolved customer complaints to the CRM Supervisor or relevant management level.

• Contact customers for scheduled campaigns, reminders, service appointments, customer satisfaction surveys, promotional activities, and other authorized CRM initiatives.

• Support appointment scheduling and confirmation processes and coordinate with relevant operational departments when required.

• Maintain professional communication standards and ensure customers receive clear, accurate, respectful, and consistent information.

• Monitor assigned customer cases and ensure required follow-up activities are completed within established timelines.

• Support customer retention initiatives by identifying dissatisfied customers, understanding their concerns, and coordinating appropriate recovery actions.

• Collect and document customer feedback to support improvements in products, services, processes, and customer experience.

• Participate in CRM campaigns and customer engagement activities assigned by the CRM Supervisor or management.

• Protect customer information and maintain confidentiality in accordance with company policies and applicable data-protection requirements.

• Follow approved CRM scripts, procedures, service standards, escalation processes, and communication guidelines.

• Achieve assigned CRM performance targets and Key Performance Indicators (KPIs).

• Prepare or contribute to CRM reports regarding customer contacts, complaints, follow-ups, satisfaction results, and case status when required.

• Perform other related duties assigned by the direct supervisor that are consistent with the purpose of the position.

Job Requirements:

• Languages: Arabic- Fluent, Kurdish: Native or fluent, English: upper intermediate to Advance. 
• Education: Bachelors or Diploma of Business Administration/ Mechanical Engineering  or related field.
• Strong Communication skills.
• Customer oriented.
• Ms. Office skills, CRM systems preferable.
• Strong reporting skills.