Call Center Executive – Customer Experience

About the role

The Engagement Center Executive (UAEN) works within Al Masaood's centralized Customer Experience team, handling both inbound and outbound interactions across phone, WhatsApp, live chat and social media. The role focuses on delivering seamless service, capturing customer feedback and supporting engagement campaigns while maintaining a professional brand image.

Key responsibilities

• Answer inbound calls covering sales, service, parts, finance and roadside assistance.
• Respond to digital inquiries 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.
• Document customer records, call logs and reports in the CRM system.
• Identify, document and escalate issues or complaints to Team Leaders.
• Monitor customer trends and deliver VOC insights for service improvement.

Required profile

• Strong communication skills with confidence on calls.
• Ability to handle sensitive situations with empathy and appropriate escalation.
• Positive attitude, team‑oriented and eager to learn.
• Capability to work independently while collaborating with team members.
• Fluency in spoken English and Arabic.

Required skills

• Proficiency in MS Office.

What we offer

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