Appointment Booking Agent

About the jobJob PurposeThe Customer Service & Booking Sales Agent is responsible for managing customer enquiries and CRM leads, contacting customers through calls and WhatsApp, converting enquiries into confirmed service bookings, and driving repeat business through structured follow-ups.The role requires strong customer communication, disciplined CRM management and consistent achievement of booking, conversion and sales targets while delivering a professional customer experience.Before we move ahead with the JD please apply only if you are Arabic speaker and have calling experience.Key ResponsibilitiesReview CRM data daily, including new enquiries, customer details, previous services, booking history, pending leads and scheduled follow-ups.Contact existing and potential customers through outbound and inbound calls and WhatsApp.Understand customer requirements and recommend the most suitable services.Provide accurate information on services, pricing, promotions and appointment availability.Convert customer enquiries, CRM leads and follow-up opportunities into confirmed appointments.Proactively follow up with customers who have enquired but have not yet confirmed their booking.Re-engage previous customers to generate repeat bookings and support customer retention.Verify service requirements, appointment date and time, location, vehicle details and customer contact information before confirming each booking.Record all customer interactions, call outcomes, bookings and next follow-up actions accurately and promptly in the CRM.Reconfirm upcoming appointments to minimise cancellations and no-shows.Handle customer questions, concerns and objections confidently and professionally.Escalate complaints, technical queries or exceptional customer requirements to the appropriate team.Follow up systematically on missed calls, pending quotations, unconfirmed enquiries and cancelled bookings.Achieve assigned daily, weekly and monthly targets for calls, bookings, conversions, sales and follow-ups.Submit accurate daily performance and pipeline updates to the supervisor.Follow approved customer communication scripts, pricing guidelines, promotional offers and customer-data protection requirements.Key Performance AreasPerformance will primarily be measured on:Number of productive customer calls and follow-upsConfirmed bookingsLead-to-booking conversion rateSales/revenue generatedRepeat customer bookingsBooking reconfirmation and show-up rateCRM accuracy and follow-up disciplineCustomer service quality