Customer Contact Advisor I CRM I Salmabad

We are looking for a customer-focused Customer Contact Advisor to join our Customer Relationship Management team. Reporting directly to the Customer Contact Centre Team Leader/Supervisor, you will be responsible for delivering exceptional service by handling customer communications, resolving issues, answering inquiries, and ensuring an overall positive brand experience.

To qualify for this role, you must hold a Diploma in Management, Marketing, or a related field. We require 1–3 years of experience in customer service, call center operations, or a similar environment, with hands-on experience in CRM systems and data management serving as a strong advantage. You will need excellent communication and interpersonal skills, strong problem-solving and multitasking abilities, high attention to detail, and a strict commitment to confidentiality. Proficiency in MS Office applications and CRM software is required, as is the ability to thrive under pressure while meeting performance targets.

In this role, you will handle inbound and outbound calls alongside digital customer interactions across WhatsApp, social media, and mobile apps. You will provide accurate information, qualify digital leads, create sales opportunities, send relevant materials, and assign tasks to internal teams. A core focus will involve delivering repair/service cost estimates, converting interactions into scheduled appointments, cross-selling/upselling products and services, and advising customers on scheduled maintenance, service campaigns, recalls, and manufacturer recommendations.

Additionally, you will actively work on customer retention and win-back strategies while resolving complaints to ensure full satisfaction. You will maintain a thorough knowledge of brand products, services, and pricing, while accurately documenting all interactions and updating customer records in the CRM system. Finally, you will meet established department targets and KPIs, generate progress reports, follow company quality standards and procedures, and strictly adhere to Environment, Health, Safety, and Quality (EHSQ) requirements, along with performing other assigned tasks.