AW Rostamani
CX Supervisor
🇦🇪 Dubai, UAE🏢 On-site
Customer ExperienceCRMTeam ManagementCustomer ServiceKPI ManagementCar Rental
At a Glance
- Category
- 📢 Marketing & Sales
- Level
- Mid-Level
- Type
- Full-time
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Job purpose
Organize, plan, and supervise a customer service Department and ensure effective utilization of CMS and handling receivables as per company objectives.
Job responsibilities
- 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 English
- Excellent communication skills and passionate for work.
- Great team player and appreciate working both individually and as a team.
Languages
- English
Requirements
- •Bachelor's degree
- •5-7 years of experience in Car Rental CX Department
- •5-6 years of relevant work experience
- •At least 3 years in team management
- •Proficient in both verbal and written English
- •Excellent communication skills
- •Ability to motivate and manage staff
- •Problem solver and able to work under pressure
Nice to Have
- •Experience in aggregator rental business
Responsibilities
- •Organize, plan, and supervise the customer service department
- •Prepare strategies to optimize every touch point within the customer journey
- •Manage customer communications via calls, emails, and chats
- •Develop and maintain relationships with suppliers
- •Develop company standards for communication and train customer-facing teams
- •Conduct studies and research in coordination with Marketing for process improvement
- •Use CRM tools to monitor customer experience and improve service lead times
- •Manage KPIs related to CS score, customer acquisition, retention, and complaint management
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75% Get Rejected
- See if your CV passes AW Rostamani's ATS filters
- Get AI-rewritten bullet points
- Download Gulf-ready CV
60 seconds. $5.88 one-time.
GCC Info
Company
AW Rostamani
1000-5000 employees
AW Rostamani is a prominent business conglomerate based in Dubai, UAE, with significant investments in automotive distribution, retail, and real estate. It serves a wide customer base.