CX Executive

At AWR Group, we are at work for a planet that prospers. A world that serves all generations

those of today, and those yet to come. We’re a group of companies, transforming businesses of today and building purposeful ventures for the future. Our greatest endeavour is to enhance the lives of all generations we touch. We are AWR Group. We embrace generation next.

Job purpose: (Use one or two sentences to state the major purpose, objective or function of the position and the end result it is intended to accomplish.

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: (These are thefundamental job duties regularly performed by the employee in the position.)

· 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

(Consider Education/Experience type and minimum level; Special skills; Certifications and licenses etc.)

· Bachelor’s degree

Work Experience

(Consider work experience requirement to do the job; x of years, .)

· 3-5 years in similar role.

Competencies

(Consider certain technical skills to do the job, Analytical Skills, Persuasives , Strategic Thinking etc.)

· 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.