Customer Experience Executive

​​To manage interactions with customers, addressing their inquiries and resolving any issues they may encounter.

​Responsible for Showroom CI, car display, Demo cars Logistics, stock and leads management.

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Key Accountabilities

​​Roles and Responsibilities

​Issue Resolution: Address customer complaints and concerns promptly and efficiently. Work closely with relevant departments such as service, sales, and technical support to resolve issues and ensure customer satisfaction.

​Relationship Building: Build strong, long-lasting relationships with customers by understanding their needs and preferences. Anticipate their requirements and provide personalized assistance to enhance their experience.

​Product Knowledge: Develop a comprehensive understanding of our automotive products and services. Educate customers about the features, benefits, and maintenance requirements of our offerings to ensure they derive maximum value.

​Process Improvement: Identify opportunities for process optimisation and enhancement to streamline customer interactions and improve overall satisfaction. Collaborate with cross-functional teams to implement solutions that enhance the customer experience.

​Lead capturing: To manage and capture all leads coming from different channels. Prepare and submit various reports as per the business needs.

​Marketing activities:

• ​Data Capture: Collaborate with the Sales Team to create customer profiles in SF and capture the small data (as measured by the weekly manual checks).
• ​Engagement Rate: Ensure weekly calls/messages to the Inactive Customer Database as per the set targets.
• ​Event Management: Collaborate with Marketing, Sales and CRM teams during the events, which includes distribution of the invitations, management of the RSVPs and follow up messages.
• ​Planned Photoshoots: Prepare the vehicles for the planned photoshoots by arranging the Gate Passes and coordinating with the drivers and cleaners.

​Showroom Look & Feel:

• ​Daily management of the content on the Showroom screens according to the CI
• ​Maintain the ambiance of the Showroom, which includes the lighting and background music.

​Handover Experience:

• ​Building customer profiles and recording preferences in collaboration with the Sales Team.
• ​Creating custom delivery packages tailored to each customer.
• ​Coordinating with Marketing and the supply chain to ensure all necessary items are ordered and available.
• ​Holding briefings for the team to ensure everyone is aware of when the handover is scheduled and what the customer experience entails.

​Demo cars booking: to ensure that the demos are ready for test drive on daily basis, proper documentation and updates on teams/ outlook calendar. Follow up on fines payment and services intervals for demos.

​Vehicle delivery : Support the sales team in delivery arrangement ( car preparation , flowers and accessories , registration documents ).​

Key Performance Areas (KPAs)

​​Test Drive target: Test drive vs Monthly target .

​Sales Conversion Rate: The percentage of leads or inquiries that result in a vehicle sale.

​Customer Satisfaction (CSAT) Score: Feedback from customers regarding their satisfaction with the sales process.

​Keyloop and CRM System: Metrics related to the completeness, accuracy, and consistency of data stored in Salesforce/ Keyloop. ​

Qualifications/Experience

• ​​Minimum 2 years in a customer contact role
• ​Impeccable self presentation
• ​Ability to handle difficult customers ​

Job Type: Permanent

Application Question(s):

• How many languages do you speak professionally?
• Does a monthly salary of AED 8,000 + vehicle meet your salary expectations?
• Notice period (In days)
• Are you comfortable working in both CRM and F2F customer experience, as this role requires?

License/Certification:

• UAE Driver License (Required)