Customer Experience Lead: Relations & QA

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

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.