CX Supervisor

AW Rostamani Holdings LLC; Dubai; On-site; AED 18,000 - 28,000; Full time

Job summary

AW Rostamani Holdings LLC in Dubai seeks an experienced CX lead for the Car Rental division. You will oversee customer service activities, design strategies to optimize each touchpoint, and manage communications via calls, emails and chats with clients and suppliers.

The role requires a bachelor’s degree with 5-7 years in car rental CX, including at least 3 years in team management. Fluency in English and strong leadership are essential to drive customer satisfaction and retention.

Qualifications

• Bachelor's degree in CX/Car Rental or related field.
• 5-7 years experience in car rental CX, including leadership roles.
• Strong English communication, both written and spoken.

Responsibilities

• Oversee customer service activities and ensure adherence to company standards.
• Develop strategies to optimize every touchpoint in the customer journey.
• Manage communications with customers via calls, emails and chats.
• Maintain relationships with suppliers to ensure volumes and market share.
• Monitor and improve daily rental counts and reduce supplier turnaround times.
• Train team to meet company standards for client and supplier communications.

Skills

Customer service

English proficiency

Team management

CRM familiarity

Education

Bachelor's degree

Job description

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

5-6 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.

LanguagesEnglish