Call Center Executive (UAEN) Full Time NEW

About the Role

The Engagement Center Executive (UAEN) reports to the Engagement Center Manager and operates as part of the centralized Customer Experience team. This role does not manage a team and works closely with Sales & Aftersales operations, Team Leaders, QA teams, and fellow CEC Executives, while engaging directly with customers.

The role is responsible for handling inbound and outbound customer interactions across multiple channels (calls, WhatsApp, live chat, and social media), ensuring a high standard of service delivery. Day-to-day activities include managing customer inquiries, resolving complaints, capturing feedback in CRM systems, and supporting customer engagement campaigns.

The core focus is to deliver a seamless customer experience, ensure accurate information sharing, and contribute to continuous service improvement through customer insights.

Job Purpose

The role holder is responsible for answering incoming calls from customers, responding to inquiries, managing complaints, troubleshooting customer service issues, and providing accurate information. The role also involves informing customers about products and services while maintaining a professional company image across all interactions.

Job Responsibilities

• Handle inbound calls from customers across sales, service, parts, finance, and roadside assistance inquiries
• Respond to digital customer interactions via WhatsApp, live chat, and social media platforms
• Provide accurate product and service information to customers
• Conduct outbound calls for follow-ups, campaigns, and engagement initiatives
• Capture, document, and maintain customer records, call logs, and reports
• Identify, document, and escalate customer issues or complaints to Team Leaders
• Monitor customer trends and provide VOC insights to support service improvements
• Ensure customer feedback is accurately recorded in CRM systems
• Collaborate with Team Leaders and QA teams to improve service quality

Requirements

• Strong communication and customer handling skills, with confidence on calls
• Comfortable interacting with customers and managing queries or concerns professionally
• Ability to handle sensitive situations with empathy and escalate when needed
• Positive attitude, team-oriented, and eager to learn
• Ability to work independently while collaborating effectively with the team
• Proficiency in MS Office
• Fluency in English and Arabic (spoken required)

Why Work at Al Masaood?

At Al Masaood Automobiles, you’ll be part of a respected and long-standing organization with a strong presence in the UAE automotive sector. We offer:

• A collaborative and customer-focused work environment
• Opportunities for learning, development, and career progression
• Exposure to leading automotive brands and customer experience best practices
• A diverse and inclusive workplace that values innovation and people
• Stability and growth backed by a strong market legacy

Ready to take the next step in your career with Al Masaood?

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