CX Executive (Emirati | UAE National only)

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.
• Job responsibilities
• Handling customer queries such as telephonic calls, emails and chats.
• Executing the business through all the 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 the gaps in customer experience across all touchpoints for all kinds of customer interactions, transactions, and engagements.
• Raising red flags wherever the business process, like membership, billing, pre or post-sales needs correction to ensure the Customer has a seamless experience with the company.
• Being a brand ambassador, Ensuring the CX strategies are adhered to for achieving the business goals and KPI's.
• Work with the suppliers to increase the number of rentals, fleet allocation, order confirmation, delivery TATs and supplier billing properly and timely manner.
• Responsible for collecting overdue outstanding from the customers.
• Responsible to ensure achievement of targets related to CS score KPI's, customer acquisition, retention, and complaint management.
• Handle and promote the Customer's reviews to ensure brand reputation and retention.