CX Supervisor

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