The Role
Lead and supervise the customer service function for car rental operations: manage communications, optimize customer journey, train suppliers and teams, use CRM/CMS to monitor CX, resolve application issues, and own KPIs for acquisition, retention, and complaint management.
Summary Generated by Built In
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
AW Rostamani Group is a leading multi-sector family business in the Middle East, driven by a legacy of over seven decades. Its operations span across a diverse range of sectors including automotive, real estate, retail, lighting solutions, travel, logistics, agritech and sustainable packaging, the Group serves over 155,000 customers and 24,000 businesses annually, supported by a diverse team of more than 3,000 employees.
Guided by its purpose to enrich lives across generations, AW Rostamani Group is dedicated to building purposeful businesses that meaningfully impacts people, industries and the planet. By Championing innovation, sustainability, and progress, AW Rostamani Group leads transformative change - creating a future where opportunity and progress go hand in hand.
Rooted in its rich legacy and guided by its values, AW Rostamani Group continues to lead with focus on the future, nurturing partnerships and delivering excellence across its operations.
For more information, visit www.awrostamani.com.
Skills Required
- Bachelor's degree
- 5-7 years experience in Car Rental CX Department
- 5-6 years relevant experience, with at least 3 years in team management
- Experience in aggregator rental business
- Proficient in English (verbal and written)
- Experience using CRM and CMS tools for customer experience monitoring
- Experience managing customer communications (calls, emails, chats) and optimizing touchpoints
- Ability to train suppliers and internal teams on applications and processes
- Ownership of CX KPIs (CS score, acquisition, retention, complaint management)
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The Company
What We Do
AW Rostamani Group is a multi-sector, multi-market group and one of the most progressive companies in the Middle East. With a legacy spanning over seven decades, AWR Group employs 3,000 individuals, serving a diverse customer base of over 155,000 individuals and 24,000 businesses. Its core verticals include automotive, real estate, logistics, lifestyle, lighting solutions, travel, agritech, and sustainable packaging.
