Job Description

JOB OVERVIEW The CRM Senior Specialist (Supervisor) will be responsible for overseeing call center agents, monitoring social media engagement, ensuring adherence to communication protocols, providing critical support to enhance customer experience across all brands, and acting as a key point of contact for significant customer concerns. KEY RESPONSIBILITIES Daily Call Center Operations & Allocation: • Conduct daily checks and comprehensive reviews of the DMS to identify new leads, customer data requiring follow-up, upcoming service reminders, and other tasks for the call center team. • Strategically allocate daily inbound and outbound call tasks to CRM call center agents based on workload, agent skills, and priority, ensuring equitable distribution and efficient queue management. • Monitor agent availability and call handling efficiency to ensure service level agreements (SLAs) are consistently met for customer response times Social Media Engagement & Response Coordination: • Proactively monitor social media comments and direct messages across all relevant platforms for both automotive brands, identifying customer inquiries, feedback, and engagement opportunities. • Allocate social media inquiries and comments to designated social media agents for timely, accurate, and brand-consistent responses. • Ensure all social media interactions adhere to brand guidelines and established communication protocols. Quality Assurance & Compliance: • Regularly monitor and evaluate call quality by listening to random phone calls made by CRM agents, providing constructive feedback and coaching for continuous improvement. • Ensure that all agent responses, both during phone calls and via social media, accurately match the established Frequently Asked Questions (FAQs), standard operating procedures, and brand messaging. • Collaborate closely with the Sales General Manager, After Sales General Manager, Marketing General Manager, and the Customer & Quality Assurance Manager to ensure FAQs and response protocols are consistently accurate, up-to-date, and aligned with overall business strategies. • Conduct periodic internal audits of agent performance against defined quality benchmarks and compliance standards. Customer Complaint Management & Escalation: • Pay great attention to all incoming customer complaints received via call center channels, ensuring accurate logging, categorization, and prioritization within the CRM system. • Coordinate actively with relevant department managers (e.g., Sales GM, After Sales GM, PDI Manager, Warranty Manager, Logistic GM, etc.) to ensure complaints are investigated and resolved effectively. • Monitor the resolution process meticulously to ensure complaints are resolved according to standard timelines and internal service level agreements. • Relay timely and clear updates on complaint status and resolution outcomes directly to the affected customers. • For critical customer complaints, this position is directly responsible for reporting the issue to the Country Managing Director, providing comprehensive details, proposed resolutions, and impact analysis. Performance Monitoring & Reporting: • Track and report on key call center metrics, including call volumes, average handling time, service levels, lead qualification rates, and appointment booking rates. • Monitor the service appointment show-up rate in close coordination with the After Sales Admin team, identifying trends, analyzing root causes for no-shows, and proposing improvements to the appointment reminder and confirmation processes. • Prepare daily, weekly, and monthly performance reports for the Customer & Quality Assurance Manager, highlighting operational efficiency, quality trends, and agent performance, including specific metrics on complaint resolution. Team Support & Development: • Provide ongoing coaching, mentorship, and professional development support to CRM call center agents and social media agents, with a particular focus on effective complaint handling and customer empathy. • Assist agents in resolving complex customer inquiries, escalated issues, or challenging social media situations. • Foster a positive, collaborative, and high-performing team environment that encourages continuous learning and adherence to best practices.

Requirements

• SKILLS AND COMPETENCIES
• • A bachelor’s degree or higher qualification preferred.
• • A minimum of two years of experience as a CRM or Call center supervisor in a car dealership.
• • English, Arabic, Kurdish
• • Proven experience in supervising, team leading, or managing call center/contact center daily operations and agent performance.
• • Extensive experience in handling, tracking, coordinating resolution, and escalating customer complaints effectively.
• • Strong working knowledge of CRM systems (e.g., Salesforce, Autoline) for customer data management, task allocation, lead tracking, and, crucially, complaint logging and resolution tracking.
• • Unwavering commitment to delivering and instilling high-quality customer interactions and service standards.
• • Familiarity with social media platforms for business use, including tools for monitoring comments, messages, and allocating responses.
• • Strong analytical and problem-solving skills to resolve agent queries, customer issues, and operational challenges, including the ability to identify and escalate critical complaints appropriately.
• • Proven ability to work effectively and coordinate with multiple General Managers (Sales, After Sales, Marketing, Logistics) and the Customer & Quality Assurance Manager to ensure consistent messaging and efficient complaint resolution.
• • Strong awareness and appreciation for diverse agents and customer demographics within Iraq.
• • Highly driven to achieve targets, consistently taking initiative, and driving success in call center operations and customer satisfaction.