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Customer Service Lead Executive

2 weeks ago

Dubai, Dubai, United Arab Emirates Mohamed Hareb Al Otaiba Group Full time

About the Role: We are seeking a highly skilled and experienced Customer Service Lead Executive to lead our customer service team. As a key member of our organization, you will be responsible for ensuring that our customers receive exceptional service, exceeding their expectations, and driving business growth through effective communication, problem-solving, and relationship-building skills.

Key Responsibilities:

  • Team Leadership: Lead and manage a team of customer service representatives to ensure they deliver exceptional service to customers.
  • Call Handling: Answer phones and respond to client requests, reservations, and customer queries/complaints; register information into the computer system.
  • Email Management: Receive and respond to emails related to reservations, inquiries, and complaints, while forwarding them to the concerned department when required.
  • Complaint Resolution: Record and reply to complaints and escalate them to the relevant department for appropriate action to be taken.
  • Trend Identification: Recognize and alert supervisors of trends in customer calls.
  • Reporting: Ensure that all inquiries/complaints/requests are reported into the TelebuHub for timely actions and management reporting.
  • Cash and Car Bookings: Generate cash/domestic/international car bookings based on customer requirements.
  • Revenue Maximization: Maximize revenue by converting inquiries, recognizing business prospects, and opportunities to upsell revenue services.
  • Reports Submission: Prepare and submit daily, weekly, and monthly reports to management as required.
  • System Updates: Update systems when needed (Carpro, Wizard, WarLoc, Intranet, etc.) to keep up to date and ensure all reservations and information is recorded in a timely manner.
  • Client Relationships: Maintain excellent client relations and ensure speedy resolution of queries and grievances within the SLA, leading to the generation of avenues for further business.
  • Customer Service: Ensure the highest level of customer service is provided while converting as many inquiries into sales.
  • Continuous Interaction: Ensure continuous interaction with the customer to confirm that areas of concern can be worked upon for improved service levels.
  • Follow-up: Follow up on customer inquiries not immediately resolved and ensure that the end result is well communicated with the customer.
  • Internal Communications: Maintain internal communications with access to the call center team in a shared folder regarding customer complaints, inquiries, reservations, new business prospects, sales leads, latest partnership guidelines, and ongoing promotion updates.
  • Service Levels: Ensure that 80% service levels of the call center are met as per the standards.
  • Ticket Management: Maintain the ticket system for emails, calls, and WhatsApp in a timely manner, reporting and closing according to the SLA.
  • NPS Improvement: Report all complaints handled and initiatives to improve NPS for AVIS UAE.
  • Outbound Leads: Generate outbound leads and contribute to an increase in the GSA business.
  • Ad-hoc Projects: Assist with any ad-hoc projects when needed.