CX Executive (Emirati | UAE National only) AW Rostamani Holdings Co LLC

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.