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.
- Conduct required no-show follow-up within the approved timeframe.
- Make appropriate customer contact attempts according to company procedures.
- Identify the reason for the missed appointment where possible.
- Offer to reschedule the appointment when appropriate.
- Record contact attempts, customer feedback and rescheduling outcomes accurately in CRM/DMS.
- Escalate recurring or operationally significant no-show issues when necessary.
Customer & Vehicle Data Management
- Collect and verify customer contact information accurately.
- Record and maintain customer and vehicle details in CRM/DMS.
- Verify vehicle registration number, VIN and other required vehicle information where applicable.
- Ensure mandatory data fields are completed before finalizing an appointment.
- Update incorrect or outdated customer information when identified.
- Avoid creating unnecessary duplicate customer or vehicle records.
- Maintain confidentiality and protect customer information in accordance with company and data-protection requirements.
Appointment Data & Record Quality
- Ensure each appointment contains complete and accurate customer and vehicle information.
- Record the customer's requested work and concerns accurately.
- Enter the correct appointment date, time, duration and branch.
- Record relevant pricing, service-plan or booking information where applicable and authorized.
- Add clear and meaningful appointment notes to support the Service team.
- Ensure information entered in CRM/DMS is consistent and complete.
- Review appointment records before finalizing the booking.
- Correct identified documentation or booking errors promptly.
Complaint and Case Management
- Receive and register customer complaints accurately in the CRM or case-management system.
- Demonstrate empathy and professionalism when communicating with dissatisfied customers.
- Collect all relevant information, including customer details, VIN, retailer, incident description and supporting documents.
- Assign complaints to the responsible department and monitor progress until closure.
- Escalate serious, sensitive, safety-related or overdue cases to the CRC Supervisor or relevant manager.
- Keep customers updated throughout the investigation and resolution process.
- Confirm customer acceptance of the solution before closing the case.
- Maintain complete and confidential complaint records.
Customer Satisfaction Activities
- Conduct customer satisfaction calls following vehicle sales and service visits.
- Support Customer Satisfaction Index (CSI), Net Promoter Score (NPS) and other JLR customer-experience activities.
- Record customer feedback accurately without influencing the customer’s response.
- Identify recurring complaints and customer-experience concerns.
- Share customer feedback and improvement opportunities with the relevant departments.
- Support customer retention, service reminders and loyalty campaigns.
CRM and Reporting
- Prepare and submit required appointment reports accurately and on time.
- Prepare next-day appointment reports according to the defined schedule.
- Ensure reports contain complete and accurate appointment information.
- Highlight appointment changes, cancellations or other relevant information when required.
- Maintain accurate records of completed appointment activities.
- Provide appointment-performance information to the supervisor or management when requested.
- Report recurring booking issues, capacity concerns or customer feedback that may require management attention.
General Responsibilities
- Maintain up-to-date knowledge of JLR products, services, campaigns, warranty and roadside assistance programs.
- Attend required JLR and company training programs.
- Follow approved scripts, communication guidelines and escalation procedures.
- Coordinate effectively with Sales, Service, Parts, Warranty, Marketing and Roadside Assistance teams.
- Comply with company policies, JLR standards and health and safety requirements.
- Perform other duties assigned by the line manager.
Qualifications and Experience
- Bachelor’s degree or diploma in Business Administration, Marketing, Communication or a related field.
- Minimum 1–2 years of experience in a customer-service, contact-centre or client-relations role.
- Experience in the automotive or premium retail sector is preferred.
- Experience using CRM, call-centre or case-management systems is preferred.
- Good command of Kurdish, Arabic and English.
- Good computer skills, including Microsoft Office and email communication.
- Ability to work flexible hours or shifts according to operational requirements.
