CRC Agent

Job description Job Title: CRC Agent Company: Sardar Trading Agencies- Jaguar Land Rover Dealer Job Location: Erbil Overall Objective of the Job: The CRC Agent is responsible for handling appointment enquiries, identifying customer service requirements, checking workshop availability, scheduling and confirming appointments, managing appointment changes, conducting reminders and no-show follow-ups, and maintaining accurate customer, vehicle and appointment information in the approved CRM/DMS systems. The role ensures that every appointment is managed in accordance with JLR booking standards, Customer First Principles and company procedures, while delivering a premium and consistent customer experience Tasks & Responsibilities: Customer Communication Receive and process customer requests for service, maintenance, repair and other applicable workshop appointments. Accurately identify the customer's requested service and required work. Check workshop capacity and available appointment slots before confirming a booking. Schedule appointments according to available dates, times, duration, branch and applicable workshop requirements. Ensure bookings are made according to customer requirements and operational availability. Offer the earliest suitable appointment wherever possible. Provide alternative dates, times or branches when the customer's preferred appointment is unavailable. Clearly communicate available options and agree the most suitable appointment with the customer. Confirm all appointment details with the customer before completing the booking. Coordinate with the Service team when clarification or special arrangements are required. JLR Booking Process Compliance Follow the approved JLR Booking Script and booking sequence during customer interactions. Ask all required questions necessary to properly understand the customer's needs. Conduct an appropriate customer-needs assessment before confirming an appointment. Follow JLR Customer First Principles throughout the booking journey. Provide accurate and approved information to customers. Repeat and confirm appointment details before closing the call or interaction. Follow required opening, questioning, confirmation and closing standards. Ensure all booking interactions comply with current JLR and company procedures. Appointment Confirmation & Reminder Management Send or conduct appointment confirmations according to the approved process. Complete required appointment reminders within the defined timeframe. Verify appointment details with customers during reminder contacts. Confirm whether the customer intends to attend the scheduled appointment. Record reminder outcomes accurately in the CRM/DMS. Identify appointment changes or cancellations during reminder activities. Reschedule customers when required and suitable availability exists. Inform the relevant Service team of appointment changes where necessary. No-Show Follow-up Identify customers who do not attend their scheduled appointments. Co