Customer Experience Executive
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Key skills for this role
About the Role
Muzna Food & Beverages LLC is hiring a Customer Experience Executive to handle call center operations, customer service, and rental administration. The role requires 2 years of experience in the rental or travel industry, knowledge of Arabic is preferred, and offers a salary from AED 4,500 per month.
Key Skills for This Role
Responsibilities
- Answer phones and respond to client requests, reservations, and customer queries/complaints; register information into the computer system.
- Receiving and responding to emails related to reservations, enquiries and complaints, while forwarding them to the concerned department when required.
- Record and reply to the complaints and escalate them to the relevant department for appropriate action.
- Recognize and alert supervisors of trends in customer calls.
- Ensure that 80% service levels of the call center are met as per the standards.
- Maintain excellent client relations and ensuring speedy resolution of queries and grievances within the SLA.
- Ensure the highest level of customer service is provided while converting as many enquiries into sales.
- Follow up on customer inquiries not immediately resolved and ensure that the end result is well communicated with the customer.
- Update systems when needed (Carpro, Wizard, WarLoc, Intranet, etc..) to keep up to date and ensure all reservations and information is recorded in a timely manner.
- Report all the complaints handled and Initiatives to improve NPS for AVIS UAE.
- Generate outbound leads and contribute to an increase in the GSA business.
- All Internal communications has to be well maintained with access to the call center team in a shared folder.
Requirements
- Knowledge of Rental / Travel Industry
- 2 years experience in Rental / Travel industry
- Arabic (Preferred)
Full Job Posting
Key responsibilities
- Answer phones and respond to client requests, reservations, and customer queries/complaints; register information into the computer system.
- Receiving and responding to emails related to reservations, enquires and complaints, while forwarding them to the concerned department when required. A follow up should be done to ensure that the completion.
- Record and reply to the complaints and escalate them to the relevant department for appropriate action to be taken.
- Recognize and alert supervisors of trends in customer calls.
- Ensure that 80% service levels of the call center are met as per the standards.
- Maintain excellent client relations and ensuring speedy resolution of queries and grievances within the SLA leading to generation of avenues for further business.
- Ensure the highest level of customer service is provided while converting as many enquiries into sales.
- Ensure continuous interaction with the customer to confirm that areas of concern can be worked upon for improved service levels.
- Follow up on customer inquiries not immediately resolved and ensure that the end result is well communicated with the customer.
- Update systems when needed (Carpro, Wizard, WarLoc, Intranet, etc..) to keep up to date and ensure all reservations and information is recorded in a timely manner.
- Report all the complaints handled and Initiatives to improve NPS for AVIS UAE.
- Generate outbound leads and contribute to an increase in the GSA business.
Salary
- Pay: From AED4,500.00 per month
Application Question(s)
- Knowledge of Rental / Travel Industry
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