CX Executive - Aftersales

Responsible for ensuring the achievement of CSAT score KPIs, retention, and complaint management targets
Responsible for all aftersales customer interactions, transactions, and engagements, including promptly actioning damage estimates
Regular communication with internal & external stakeholders, such as suppliers, to identify gaps and opportunities in the customer journey
• Ensure consistent follow-ups on all vendor-addressed issues, maintain detailed records to optimize processes, and resolve customer concerns as quickly as possible
• Proactively monitor and highlight any discrepancies or issues in business processes to ensure a seamless and exceptional customer experience
• Maintain accurate reports and assist the manager in preparing presentations, leveraging advanced expertise in Microsoft Excel for data analysis and reporting
• Support the sales team by coordinating with partners on frequently raised issues, resolving them promptly, and ensuring all information is accurately maintained in the system in collaboration with service providers
Work with the suppliers to increase the number of rentals, fleet allocation, order confirmation, delivery TATs and supplier billing properly and timely manner
Provide the report based on the internal procedural errors checklist and fulfil the Operational audit requirement Update the escalation log based on reminders sent by the CX executive
Handle and promote the Customer's reviews to ensure brand reputation and retention

Qualifications:

Experience: 3–5 years of experience in the Car Rental industry, specifically within the Customer Service Department Experience with aggregator rental businesses is highly preferred
Language Proficiency: Fluent in English, both verbal and written
Excellent communication and interpersonal skills
• Strong work ethics and a genuine passion for delivering exceptional service

AWR Mobility, the services arm of AW Rostamani Group, is transforming transportation through innovative and adaptable mobility solutions. Home to pioneering brands like Shift , NXT and Subscribe Me , the company provides tailored options for modern commuters, offering car subscriptions, short-term rentals, and other smart mobility services that meet the evolving needs of consumers across the UAE.

Aligned with AW Rostamani Group’s purpose, AWR Mobility combines cutting-edge technology with sustainable practices to shape the future of transportation. By fostering partnerships and continuously innovating, the company ensures seamless, intelligent, and environmentally conscious mobility solutions.

Building on the Group's legacy of excellence and driven by a commitment to sustainability, AWR Mobility is revolutionizing the way people and businesses move across the region.

For more information, visit www.awrostamani.com .