Call Center Technical Consultant

About the role

Join the BMW Group Retail Middle East team as a Call Center Technical Consultant, providing after‑hours support for customers in need of roadside assistance and automotive information. You will act as the first point of contact, ensuring a professional and empathetic experience for every caller.

Key responsibilities

• Answer after‑hours (night‑shift) calls, collect customer details and diagnose vehicle issues remotely.
• Provide clear instructions and dispatch appropriate assistance such as tow trucks or technicians.
• Handle enquiries about car status, products, services, promotions, branch locations and contact information.
• Escalate technical queries to the team supervisor in a timely manner.
• Maintain up‑to‑date knowledge of service rules, warranty conditions and current promotions.
• Participate in CRM team discussions to help close service gaps.
• Prepare and analyse monthly reports on customer inquiries, complaints and feedback.

Required profile

• Strong ability to capture and analyse customer information for after‑sales insights.
• Understanding of automotive customer needs and common problems.
• Excellent telephone etiquette and a reassuring, empathetic communication style.
• Willingness to work night‑shift hours and collaborate with supervisors and managers.

Required skills

• Experience with CRM systems for managing customer interactions.

What we offer

• Opportunity to work with a leading luxury automotive brand.
• Exposure to a multicultural environment and continuous training.
• Career development within the BMW Group network.