CRM Specialist

About the Job

Job Description We are looking for a detail-oriented CRM Specialist to support our Home Appliances Service Management and Technical Service Operations team in Erbil. The role is responsible for accurate CRM data entry, service record management, repair tracking, customer complaint follow-up, and operational reporting for home appliances service activities. The CRM Specialist will ensure that all home appliances service cases are properly recorded, updated, tracked, reported, and closed in the CRM system in line with company procedures, service KPIs, warranty rules, repair processes, and customer satisfaction standards. Key Responsibilities Create, update, and maintain accurate service records in the CRM system for home appliances service operations. Track products from service intake to final repair completion and closure. Ensure customer details, product information, serial number, warranty status, technician notes, photos, spare parts, and service status are correctly entered. Follow up on pending, in-progress, delayed, repaired, and ready-for-delivery service cases. Support service management by monitoring open cases, repair progress, service delays, and CRM status accuracy. Register and follow customer complaints received from the call center, dealers, field service teams, and internal departments. Escalate delayed cases, critical complaints, repeat repairs, and data issues to the Service Supervisor or Iraq Service Manager. Coordinate with call center, technicians, spare parts, warehouse, service supervisors, and management teams. Prepare daily, weekly, and monthly reports covering open cases, repair status, pending cases, complaints, repeat repairs, service performance, and CRM data accuracy. Support service KPI tracking and highlight operational risks, missing data, recurring issues, and service process gaps. Maintain accurate, traceable, and confidential customer, product, repair, and service management data. Required Qualifications University degree in Business, IT, Operations, Engineering, Technical Services, or a related field. Minimum 2 years of experience in customer service operations, technical service support, call center operations, CRM, ERP, service management, or service data management. Experience with repair data entry, service portals, CRM systems, or after-sales service operations is required. Home appliances, consumer electronics, or technical service experience is preferred. Technical Skills Good knowledge of CRM systems, service workflows, and service management processes. Understanding of home appliances repair tracking, warranty process, complaint management, and service closure. Strong MS Office skills, especially Excel for tracking and reporting. Ability to prepare basic reports and management summaries. High attention to detail and strong data accuracy discipline. Language Skills Arabic: Fluent written and spoken — English: Good professional level — Kurdish: Good professional level — Key Competencies Strong follow-up and coordination skills. Customer-oriented mindset. Clear and professional communication. Problem-solving ability. Ability to work under pressure. Teamwork mindset and operational ownership. High confidentiality and responsibility. Key Performance Expectations Accurate and complete CRM records for home appliances service cases. Timely service status updates. Reduced delayed and incorrectly closed service cases. Clear tracking of complaints, pending cases, repeat repairs, and service performance. Reliable daily, weekly, and monthly service management reporting.