Customer Experience Agent

We’re looking for a Customer Experience Agent to join our team. In this role, you’ll handle omni-channel customer interactions for both sales and after-sales services. You’ll be responsible for lead qualification, appointment booking, service retention, issue resolution, and ensuring a seamless customer journey while maintaining high service quality and satisfaction.

• Handle inbound and outbound customer interactions for sales and after‑sales queries.
• Qualify and convert sales leads into showroom appointments, test drives, and opportunities.
• Manage service bookings by scheduling, confirming, and following up with customers for show‑up.
• Handle roadside assistance calls and assist customers accordingly.
• Conduct retention activities to bring back lapsed service customers.
• Ensure high first‑call resolution by resolving queries effectively.
• Follow structured complaint‑handling protocols for seamless resolution.
• Maintain accurate CRM records and adhere to department SOPs.
• Collaborate with internal teams to enhance customer experience.
• Support quality assurance compliance and participate in quarterly training programs.

• 1–3 years of experience in customer service, sales, or contact center roles.
• Previous experience in automotive, retail, or hospitality industries is a plus.
• Experience with CRM systems (Salesforce) and telephony platforms (Genesys) is preferred.
• Understanding of lead qualification and customer engagement techniques.
• Knowledge of service booking management and retention strategies.
• Familiarity with quality assurance standards and compliance protocols.
• Excellent verbal and written communication skills in English & Arabic (must).
• Strong negotiation and persuasion abilities to improve conversion rates.
• Basic understanding of automotive industry processes.
• High School diploma or Bachelor’s degree in Business, Communication, or related field preferred.
• Certification in customer service or sales training is an advantage.

At Jaidah Group, we believe our people are our greatest strength. Join a dynamic team that values innovation, growth, and excellence in everything we do. We offer a supportive work environment, continuous learning opportunities, competitive compensation, and comprehensive benefits designed to help you thrive both personally and professionally.