CX Executive; Emirati | UAE National

Job Purpose

To enhance customer satisfaction by managing queries, improving service processes and driving customer engagement. This involves ensuring seamless customer interactions across all touchpoints, identifying and addressing gaps in the customer journey, and collaborating with stakeholders to optimize service delivery. To maintain brand reputation, achieve key performance targets, and foster customer loyalty through proactive communication and efficient complaint resolution.

• Handling customer queries such as telephonic calls, emails, and chats.
• Executing the business through all lead sources and improving daily rental counts.
• Regular communication with external stakeholders such as suppliers to identify gaps and opportunities in the customer journey.
• Identifying ideal customer profiles and mapping customer journeys to identify gaps in customer experience across all touchpoints.
• Raising red flags wherever the business process (e.g., membership, billing, pre- or post-sales) needs correction to ensure the customer has a seamless experience.
• Being a brand ambassador and ensuring CX strategies are adhered to for achieving business goals and KPIs.
• Working with suppliers to increase the number of rentals, fleet allocation, order confirmation, delivery TATs, and supplier billing properly and timely.
• Responsible for collecting overdue outstanding from customers.
• Responsible to ensure achievement of targets related to CS score KPIs, customer acquisition, retention, and complaint management.
• Handle and promote customer reviews to ensure brand reputation and retention.

Bachelor’s degree.

3-5 years in similar role.

• Excellent communication skills and passion for work.
• Great team player and appreciate working both individually and as a team.

Proficient, both verbally and in writing in English.