UAE National | Senior Customer Service Representative

Overview

What You Will Do

• Act as the primary point of contact for assigned clients, ensuring all queries and requests are tracked and handled efficiently and within the agreed SLA.
• Build and maintain strong, long-term relationships with clients to foster loyalty and improve retention by scheduling quarterly account management meetings between the Key Account Manager and our customers.
• Work with Key Account Managers and customers to ensure all necessary documents are provided for efficient processing of New / Ex-fleet / Pre-lease orders.
• Coordinate with internal teams i.e. Contract Origination, Vehicle Logistics and Key Account Managers to ensure timely Vehicle Delivery
• Ensure Proactive tracking of Vehicles going through the Maintenance and Registration renewal processes with proactive communication on the ETAs to customers
• Be the first point of escalation for complaints from designated corporate clients, addressing their inquiries proactively to prevent further escalation.
• Record and monitor agreement renewal details, coordinating with Key Account Managers and customers to provide renewal updates and available options at least 15 days before the agreement expiration date.
• Schedule Vehicle Offhires directly in the system based on Customer confirmation to enable timely vehicle collection and agreement closure
• Upon Vehicle offhire, close the agreement in the system with accurate vehicle and offhire details and any pending Traffic fine, toll or damage chargeback to enable correct final invoicing.
• Communicate client feedback and insights to management for process enhancement.
• Support the resolution of client issues, escalating complex cases as needed.
• Contribute to the development and implementation of customer experience initiatives.
• Stay updated on industry trends and best practices in relationship management.