Senior Customer Service Representative Al Futtaim Private Company (LLC)

The Senior Customer Service Representative is responsible for managing client relationships, identifying customer requirements, and providing appropriate solutions in coordination with the Sales Team. This role serves as the main contact for clients, facilitating communication, resolving issues efficiently, and ensuring consistent service delivery.

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.