CRM & Customer Support Agent

1. Customer Communication – Inbound & Outbound Calls

• Handle inbound calls regarding Company's products, services, maintenance, and technical support.

• Make outbound follow-up calls regarding open maintenance requests, pending issues, and customer feedback.

• Handle customer complaints professionally and ensure proper follow-up until resolution.

2. Maintenance Request Coordination

• Receive, register, and follow up on customer maintenance and service requests.

• Coordinate with the relevant Technical and Service teams to ensure requests are properly assigned and addressed.

• Track open requests and keep customers updated on the progress and status of their cases.

• Confirm completion of service requests and update the relevant records.

3. Online & Email Customer Support

• Respond to customer inquiries received through social media, LinkedIn, the company website, and email.

• Maintain a professional and consistent communication style across all customer channels.

4. CRM & Reporting

• Accurately record customer interactions, inquiries, complaints, and maintenance requests in the CRM system.

• Prepare regular reports on customer calls, inquiries, maintenance requests, open cases, and complaints.

• Identify recurring customer issues and share feedback with relevant departments to support service improvement.

• Maintain the confidentiality of customer and company information.

5. Internal Coordination & Escalation

• Coordinate with Sales, Technical, Projects, and other departments to ensure customer requests are handled efficiently.

• Escalate urgent technical issues and sensitive customer complaints to the appropriate team or manager.

• Follow up on pending actions to ensure timely responses and minimize delays.

Requirements

•         Bachelor's degree in any discipline.

•         [1–3] years of experience in customer service, CRM operations, call centers, or social media customer support.

•         Experience in engineering, technical services, maintenance, or contracting companies is an advantage.

•         Excellent written and spoken Arabic and English.

•         Working knowledge of CRM systems (Odoo is a plus), Microsoft Office, and professional email communication.

•         Understanding of customer service principles and complaint handling.

•         Strong organization, attention to detail, and follow-up discipline.

•         Able to manage multiple requests and coordinate across departments.

•         Professional telephone manner and a customer-focused attitude.