Company Profile
Thrifty is a leading brand in UAE’s car rental and leasing sector with the largest fleet size and over 50+ rental locations. The company has very ambitious growth plans and to excel the Customer Experience is looking to hire a Customer Experience Supervisor to drive this growth.
About You
The ideal candidate should meet the following criteria:
* Valid UAE driving license is a must
* Similar Experience in a car rental/ retail/ hospitality sector is a must
* Degree Holder (Business studies)
About the Job
* Responsible for driving the overall strategy, direction, priority setting and marketing plan development to leverage CRM activities that support the retention of customers, reactivation of lapsed and the acquisition of new prospects.
* Manage customer relationships at various levels of acquisition, maintenance and enhancement, to ensure optimal levels of service and long-term business relations.
* Ensuring Customer Satisfaction ratings across all channels are not compromised and work on improving them.
* Collect and analyze customer process /transaction data to initiate, develop and recommend business practices and procedures that focus on enhanced customer service, increased productivity and reduced cost.
* To create a mechanism whereby customers can easily provide their feedback and based on such feedback initiate process improvements in the system.
* Monitor and evaluate customer needs and competitor activity in the local market.
* Handle complaints from dissatisfied customers and resolve their issues and also, ensure that steps are put in place to ensure that the possibility of similar complaints arising in the future is minimized.
* Conduct surprise visits regularly to locations and ensuring everything is in order.
* Calling on monthly basis all customers who have returned their lease vehicles and not renewed their contract so as to establish the real reasons behind not renewing.
* To do regular visits with Salespersons to corporate customers.
* To be proactive and try and to put into place systems a Customer Satisfaction Program to enhance CX
* Helping to build good customer relations– always looking for improvements in the process
* Handling complaints and queries (from customers and staff)
* Liaise with different departments to resolve CS issues
* Issuing refunds or compensation to customers
* Keeping accurate records of discussions or correspondence with customers
* Analyzing statistics or other data to determine the level of customer service the company is providing
We offer an attractive compensation package and a performance linked monthly incentive structure.
We offer a very attractive and competitive compensation package which also includes a generous performance linked bonus.
If you believe you are the right candidate, please write to us at career@aaagroup.ae with the subject line: Customer Experience Supervisor
Job Types: Full-time, Permanent
Salary: From AED6,000.00 per month
Education:
- Bachelor's (Required)
Experience:
- "Customer Service management": 3 years (Required)
License/Certification:
- UAE Driving License (Required)
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