Call Center Representative

Job Overview

Abu Dhabi Motors is seeking a Call Center Representative to handle customer enquiries about automotive products, services and after-sales support. The role serves as an important first contact for customers and helps protect service standards through accurate information, professional communication and timely follow-up. The representative will respond to calls, arrange appointments, record complaints, capture sales leads and coordinate with sales, service and parts teams to resolve customer requests.

Key Responsibilities

• Answer incoming calls and respond to enquiries about vehicles, products, services, promotions and after-sales support.
• Assist customers with service appointment bookings, test-drive requests and vehicle information enquiries.
• Provide accurate information about pricing, warranty coverage and financing options within the available guidelines.
• Record complaints, identify requests that need specialist attention and escalate complex matters to the appropriate department.
• Follow up with customers to check that issues have been addressed and that the customer is satisfied with the outcome.
• Capture potential customer leads and pass relevant information to the sales team.
• Promote current offers, new vehicle launches and after-sales services, and support appropriate cross-selling and upselling.
• Record calls and customer interactions in the CRM system, maintain accurate enquiry records and help prepare reports on call trends and feedback.
• Coordinate with sales, service and parts departments, participate in product training and work towards call-volume and customer-satisfaction targets.

Requirements and Skills

• A customer-focused and empathetic manner, including professionalism when handling difficult conversations.
• Familiarity with CRM systems, customer databases and call center software.
• Working knowledge of Microsoft Office and basic automotive products or services.
• Clear communication, active listening, accurate data entry and the ability to follow up on customer requests.
• Ability to work with a team and meet individual performance targets.

Qualifications and Experience

• A high school certificate or diploma in Business Administration, Marketing or a related field is accepted. Around 0–1 year of experience in a call center, customer service or automotive environment is preferred.

Employment Details

Company: Abu Dhabi Motors - BMW Group. Location: Rabdan Street, Abu Dhabi, United Arab Emirates. The position supports customer enquiries and after-sales services.