Customer Service Executive / Receptionist

Job Desciption

1. Customer Service Responsibilities

• Welcome customers professionally and provide information regarding rental products and services.
• Handle customer inquiries through telephone, WhatsApp, email, website, and social media channels.
• Assist customers with reservations, extensions, amendments, and vehicle returns.
• Resolve customer complaints promptly and coordinate with relevant departments for quick solutions.
• Maintain high customer satisfaction standards and ensure timely follow-up on pending cases.
• Educate customers regarding rental policies, insurance coverage, traffic fines, Salik, fuel policy, and security deposit procedures.
• Maintain complete records of customer interactions and complaints.
• Escalate unresolved issues to management when required.

2. Online Reviews and Customer Reputation Management

• Monitor customer reviews on Google, social media platforms, websites, and other online channels.
• Respond professionally to both positive and negative reviews within established timelines.
• Contact satisfied customers and encourage them to provide positive feedback and ratings.
• Coordinate with operations, workshop, and sales departments to resolve issues raised in online reviews.
• Prepare weekly and monthly reports on:
• Number of reviews received.
• Average ratings.
• Customer complaints.
• Improvement opportunities.
• Track customer feedback trends and recommend actions to enhance customer experience.
• Ensure brand reputation is maintained and continuously improved.

3. Reception and Front Desk Responsibilities

• Manage the reception area and greet customers and visitors professionally.
• Attend incoming phone calls and transfer them to the relevant departments.
• Receive and coordinate walk-in customers for rentals, renewals, and vehicle returns.
• Schedule appointments and maintain customer records.
• Verify customer documents and ensure completeness before processing rentals.
• Coordinate with fleet, workshop, and operations teams regarding vehicle availability and readiness.
• Prepare customer files and maintain proper documentation.
• Ensure the reception area is organized and presentable at all times.
• Support branch administration and operational activities as required.

4. Complaint Management

• Register and maintain customer complaints in the system.
• Follow up with concerned departments to ensure timely closure.
• Keep customers informed about the progress and resolution status.
• Escalate serious complaints to management.
• Maintain complaint closure records and service recovery actions.

5. Coordination with Internal Departments

• Work closely with:
• Operations Team.
• Fleet Department.
• Workshop and Maintenance Team.
• Finance Department.
• Sales and Marketing Team.
• Pay: AED4,000.00 - AED5,000.00 per month