CX Executive

Overview

Job Purpose

• To enhance customer satisfaction by managing queries, improving service processes, and driving customer engagement This involves ensuring seamless customer interactions across all touchpoints, identifying and addressing gaps in the customer journey, and collaborating with stakeholders to optimize service delivery To maintain brand reputation, achieve key performance targets, and foster customer loyalty through proactive communication and efficient complaint resolution
• Job responsibilities:
• Handling customer queries such as telephonic calls, emails and chats
• Executing the business through all the lead sources and improving daily rental counts
• Regular communication with external stakeholders such as suppliers to identify gaps and opportunities in the customer journey
• Identifying ideal customer profiles and mapping customer journeys to identify the gaps in customer experience across all touchpoints for all kinds of customer interactions, transactions, and engagements
• Raising red flags wherever the business process, like membership, billing, pre or post-sales needs correction to ensure the Customer has a seamless experience with the company
• Being a brand ambassador, Ensuring the CX strategies are adhered to for achieving the business goals and KPI's
• Work with the suppliers to increase the number of rentals, fleet allocation, order confirmation, delivery TATs and supplier billing properly and timely manner
• Responsible for collecting overdue outstanding from the customers
• Responsible to ensure achievement of targets related to CS score KPI's, customer acquisition, retention, and complaint management
• Handle and promote the Customer's reviews to ensure brand reputation and retention
• *The above statements are intended to describe the general nature and level of work performed by people assigned to this job function They are not intended to be construed as an exhaustive list of all job duties performed Management reserves the right to revise or amend duties at any time*

Educational Qualification

• Bachelor’s degree

Work Experience

• 3-5 years in similar role

Competencies

• Excellent communication skills and passionate for work
• Great team player and appreciate working both individually and as a team

Languages

• Proficient both verbally and in writing English
• AW Rostamani Group is a leading multi-sector family business in the Middle East, driven by a legacy of over seven decades.
• Its operations span across a diverse range of sectors including automotive, real estate, retail, lighting solutions, travel, logistics, agritech and sustainable packaging, the Group serves over 155,000 customers and 24,000 businesses annually, supported by a diverse team of more than 3,000 employees.
• Guided by its purpose to enrich lives across generations, AW Rostamani Group is dedicated to building purposeful businesses that meaningfully impacts people, industries and the planet.
• By Championing innovation, sustainability, and progress, AW Rostamani Group leads transformative change - creating a future where opportunity and progress go hand in hand.
• Rooted in its rich legacy and guided by its values, AW Rostamani Group continues to lead with focus on the future, nurturing partnerships and delivering excellence across its operations.
• For more information, visit www.awrostamani.com .