Car Rental CX Lead — Service Excellence & Team Growth

Confidential Company; Dubai; On-site; AED 90,000 - 150,000; Full time

Job summary

Confidential Company in Dubai is seeking an experienced CX Lead to organize and supervise the customer service department, ensure effective CMS usage, and optimize receivables in line with company objectives.

You will develop strategies to improve every touchpoint along the customer journey, manage communications (calls, emails, chats), train the team, and drive KPI improvements in CS score and brand reputation.

Qualifications

• Bachelor's degree with 5-7 years Car Rental in CX Department.
• Experience of at least 3 years in team management.

Responsibilities

• Oversee and assess customer service activities and ensure services meet company standards.
• Develop strategies to optimize every touchpoint within the customer journey.
• Manage customer communications via telephonic calls, emails, and chats as per company standards.
• Train the customer facing team to handle clients and suppliers.
• Coordinate with marketing for new processes and continuous improvement.
• Utilize CRM tools to monitor customer experience and reduce lead times.

Skills

Team management

Customer service

English communication

CRM tools

Multitasking

Education

Bachelor's degree

Tools

CRM tools

Job description

Confidential Company in Dubai is seeking an experienced CX Lead to organize and supervise the customer service department, ensure effective CMS usage, and optimize receivables in line with company objectives.

You will develop strategies to improve every touchpoint along the customer journey, manage communications (calls, emails, chats), train the team, and drive KPI improvements in CS score and brand reputation.