Create Alert
Apply now »

CRM Operations Specialist

Date:  Nov 1, 2026
Posting Closure Date:  11/05/2026
Category: 
Career Level: 
Country/Government: 

Giza, Egypt

Summary

Manages customer experience for the assigned aftersales area (service or body & paint), owning complaint resolution, customer follow-up, CRM data quality and retention programs. Leads a team of CX or contact agents, analyzes CSI/NPS feedback, and works with branch managers to fix the root causes of dissatisfaction.

Tasks

  • Lead the handling of escalated customer complaints, define resolution steps with branch managers, and communicate outcomes to customers.
  • Oversee CRM usage in the assigned area, ensuring customer contacts, follow-up calls and complaint records are complete and accurate.
  • Run retention activities such as post-service follow-up, service reminders and lost-customer win-back campaigns.
  • Monitor compliance of branches with MAG and OEM customer-handling standards.
  • Manage the CX team, planning workloads and setting service levels for call-backs and complaint closure.
  • Produce CSI/NPS and complaint reports, analyze trends by branch, advisor and issue type, and present insights to management.
  • Set objectives for team members, review their performance and coach them.
  • Communicate the aftersales CX plan and priorities to the team and branches.
  • Identify development needs of team members and arrange training.
  • Support the rollout of new CX initiatives, tools and OEM programs across branches.

    • Education

    Bachelor's degree in Business Administration, Commerce or a related field.

    Experience

    5–7 years of customer service or CX experience, including 2+ years leading a team, preferably in automotive aftersales.

    Skill

  • Customer-Focused Approach
  • Leverages Digital Communications with Customers
  • Masters Service Conversations
  • Navigates Customer Challenges
  • Strengthens Customer Connections
  • Builds Customer Loyalty
  • In-Depth Questioning
  • Service Into Sales
  • Understands Issues/Motivations
  • Customer Feedback Tracking
  • Customer relationship management (CRM) software
  • Data Analysis Techniques
  • Issue Management Techniques

    • Competencies

    Customer Focus: Building strong customer relationships and delivering customer-centric solutions.

    Ensures Accountability: Holding self and others accountable to meet commitments.

    Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.

    Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement.

    Collaborates: Building partnerships and working collaboratively with others to meet shared objectives.

    Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.

    Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations.

    Self-Development: Actively seeking new ways to grow and be challenged using both formal and informal development channels.

    Platform Hashtag


    Job Segment: CRM, Operations Manager, Relationship Manager, Data Analyst, Technology, Operations, Customer Service, Data

    Apply now »