Customer Experience Executive – Customer Relations & Quality Assurance

Saeed & Mohammed Al Naboodah Group; Dubai; On-site; AED 89,000 - 156,000; Full time

Job summary

Saeed & Mohammed Al Naboodah Group is seeking a Customer Experience Executive – Customer Relations & Quality Assurance to monitor satisfaction, handle feedback, and coordinate with internal teams across showroom and aftersales operations.

The role requires excellent communication, problem-solving, and organization to maintain high service standards and implement service improvements company-wide.

Qualifications

• 2–4 years of experience in customer experience, customer relations, complaints management, or service quality assurance.
• Previous automotive dealership or automotive aftersales customer service experience preferred.
• Strong experience in customer complaint handling and service recovery.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong problem-solving abilities and the ability to handle challenging customer situations professionally.
• Ability to coordinate effectively with multiple departments.
• Experience working with CRM systems and maintaining accurate customer records.
• Good analytical, reporting, and organisational skills.

Responsibilities

• Monitor customer experience and satisfaction across showroom visits, vehicle deliveries, and aftersales services.
• Contact customers to gather feedback on their showroom experience, vehicle delivery, and service interactions.
• Receive, register, and manage customer complaints and service-related concerns through the CRM system.
• Coordinate with Sales, Showroom Managers, Service, and Aftersales teams to ensure customer concerns are addressed appropriately.
• Monitor complaint handling, resolution progress, and adherence to established service timelines.
• Follow up with customers to confirm resolution and assess satisfaction with the outcome.
• Monitor vehicle delivery experiences, service turnaround times, and customer communication standards.
• Identify recurring customer concerns, service gaps, and opportunities for improving customer experience.
• Conduct customer experience quality checks and support the implementation of service improvement initiatives.
• Maintain accurate customer feedback, complaint records, and follow-up information in the CRM system.
• Prepare regular reports on customer satisfaction, complaint trends, service quality, and customer experience performance.

Skills

Customer experience

Customer relations

Complaint handling

Service quality assurance

Tools

CRM systems

Job description

We are looking for a dedicated and customer-focused Customer Experience Executive – Customer Relations & Quality Assurance to join our automotive customer experience team.

The successful candidate will be responsible for monitoring customer satisfaction, managing customer feedback and concerns, and coordinating with internal departments to maintain high standards of customer experience across showroom and aftersales operations.

This role requires excellent communication, problem-solving, and coordination skills, with a strong commitment to customer satisfaction and service excellence.

Key Responsibilities

• Monitor customer experience and satisfaction across showroom visits, vehicle deliveries, and aftersales services.
• Contact customers to gather feedback on their showroom experience, vehicle delivery, and service interactions.
• Receive, register, and manage customer complaints and service-related concerns through the CRM system.
• Coordinate with Sales, Showroom Managers, Service, and Aftersales teams to ensure customer concerns are addressed appropriately.
• Monitor complaint handling, resolution progress, and adherence to established service timelines.
• Follow up with customers to confirm resolution and assess satisfaction with the outcome.
• Monitor vehicle delivery experiences, service turnaround times, and customer communication standards.
• Identify recurring customer concerns, service gaps, and opportunities for improving customer experience.
• Conduct customer experience quality checks and support the implementation of service improvement initiatives.
• Maintain accurate customer feedback, complaint records, and follow-up information in the CRM system.
• Prepare regular reports on customer satisfaction, complaint trends, service quality, and customer experience performance.

Requirements

• 2–4 years of experience in customer experience, customer relations, complaints management, or service quality assurance.
• Previous automotive dealership or automotive aftersales customer service experience is preferred.
• Strong experience in customer complaint handling and service recovery.
• Excellent communication, interpersonal, and conflict-resolution skills.
• Strong problem-solving abilities and the ability to handle challenging customer situations professionally.
• Ability to coordinate effectively with multiple departments.
• Experience working with CRM systems and maintaining accurate customer records.
• Good analytical, reporting, and organisational skills.
• Customer-focused, detail-oriented, and committed to maintaining high service standards.