indeed
Customer Experience Executive
Muzna Food & Beverages LLC
Dubai, UAE
Onsite
AED 4,000/month
Discovered 1 weeks ago
Customer serviceComplaint resolutionCall center operationsReservation managementSales upsellingOutbound lead generation
Free
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Ready to ScanKey skills for this role
Customer serviceComplaint resolutionCall center operations
Key Skills for This Role
Customer serviceComplaint resolutionCall center operationsReservation managementSales upsellingOutbound lead generation
Full Job Posting
Customer Support
- Answer phones and respond to customer requests, reservations, enquiries, and complaints.
- Receive and respond to reservation and complaint emails, forwarding matters to the appropriate department when needed.
- Record complaints, escalate them for action, and follow up until resolution is communicated to the customer.
- Recognize trends in customer calls and alert supervisors.
Bookings and Revenue
- Generate cash, domestic, and international car bookings based on customer requirements.
- Convert enquiries, identify business prospects, and upsell revenue services.
- Generate outbound leads and contribute to an increase in GSA business.
Systems and Reporting
- Report enquiries, complaints, and requests in TelebuHub for timely action and management reporting.
- Update Carpro, Wizard, WarLoc, Intranet, and other systems to keep reservation information current.
- Maintain the ticket system for emails, calls, and WhatsApp, and report and close tickets according to service-level requirements.
- Prepare operational reports on tasks and projects, highlighting performance metrics and progress updates.
Customer Experience and Change
- Report handled complaints and initiatives intended to improve NPS for AVIS UAE.
- Maintain client relations and resolve queries and grievances within service-level expectations.
- Communicate changes to frontline staff and provide feedback during change initiatives.
- Ensure call center service levels reach 80% according to stated standards.
Workplace
- The role is performed in person.
Compensation
- Pay ranges from AED 4,000 to AED 4,500 per month.
Requirements
- Ability to manage customer calls, emails, WhatsApp messages, complaints, reservations, and service requests.
- Ability to maintain accurate records in customer service, reservation, and ticketing systems.
- Ability to resolve customer issues and follow up within defined service-level expectations.
- Ability to identify business opportunities, upsell services, and generate outbound leads.
- Ability to prepare operational reports that highlight performance metrics and project progress.
- Ability to communicate operational changes to frontline staff and provide feedback.
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