Customer Service Supervisor - Car Rental

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

Organize plan and supervise a customer service Department and ensure effective utilization of CMS and handling receivables as per company objectives strong Job responsibilities strong Handling overseeing and assessing customer service activities and providing services as per company standards Prepare a strategy to optimize every touch point within the customer journey Managing customer s communications telephonic calls emails and chats as per company standards Develop and maintain relationship with the suppliers and ensure volumes and market share Monitor and develop strategies for improving daily rental counts with clients and reducing turnaround from suppliers to ensure company goals Develop company standards for communication and train customer facing team to handle clients and suppliers Responsible to train the application to suppliers and internal team members Having a thorough understanding of the business model conduct studies and research coordination with marketing Department for developing new processes applications for continuous improvement of product and enhance customer service level and experience Effective use of customer relationship management CRM tools for monitoring customer experience and improving the lead time of service to the clients Aggressive follow-up for any trouble-shootings bugs related to application and resolve in time bound manners in coordination with concerned Department Responsible for KPI related to CS score Customer acquisition retention and complaint management Manage and promote the Customer s reviews to ensure brand reputation and retention.

Educational Qualification

Bachelor's degree with 5-7 years Car Rental in CX Department. (Preferable to have experience in aggregator rental business).

Work Experience

Work Experience5-6 years’ experience of relevant work experience out of which at least 3 must be in team management.

Competencies

• Ability to motivate and manage staff.
• Multitasking, problem solver and managing pressure during routine work.
• Proficient both verbally and in writing EnglishExcellent communication skills and passionate for work.
• Great team player and appreciate working both individually and as a team.

Languages

• English