CX Supervisor

• 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.

Desired Candidate Profile

• 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