CX Supervisor - Car Rental

Confidential Company; Dubai; On-site; AED 120,000 - 240,000; Full time

Job summary

Confidential Company in Dubai seeks a CX leader to oversee customer service activities and optimize touchpoints across the journey. You will drive improvements in lead time, service quality and supplier collaboration in a fast-paced retail environment.

You will manage communications via calls, emails, and chats, develop and train teams and suppliers, and implement CRM-driven processes to boost customer acquisition, retention, and brand reputation.

Qualifications

• Bachelor's degree with CX or car rental relevance and 5-7 years experience.
• 5-6 years of relevant work experience and at least 3 in team management.
• Proficient English with strong written and verbal communication skills.

Responsibilities

• Oversee customer service activities and assess performance against standards.
• Prepare a strategy to optimize touchpoints across the customer journey.
• Manage customer communications via calls, emails and chats per standards.
• Develop and maintain relationships with suppliers to ensure volumes and market share.
• Monitor strategies to improve daily rental counts and reduce supplier turnaround.
• Train customer-facing teams to handle clients and suppliers; train suppliers.
• Coordinate with marketing on new processes and continuous improvement initiatives.
• Utilize CRM tools to monitor customer experience and reduce lead times.
• Aggressively follow up on trouble-shooting and bugs in collaboration with departments.
• Own KPIs related to CS score, acquisition, retention and complaint management.
• Promote customer reviews to safeguard brand reputation and retention.

Skills

Staff management

Multitasking

Problem solving

English communication

Team player

Education

Bachelor's degree

Tools

CRM tools

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.

Languages

English