Cx specialist English speaker

A well-known Company in Rental Luxury Cars is looking for a Customer Experience & Complaints SpecialistLocation: Sheikh ZayedWorking Hours: 9:00 A.M. to5;00 P.M.Days off :2 days
Transportation: Available
-Job Summary
We are looking for a Customer Experience & Complaints Specialist to manage customer complaints, enhance service quality, and act as the voice of the customer within our car rental operations. The role focuses on resolving issues efficiently, analyzing trends, and driving continuous improvement across stations and operations.
• Key Responsibilities
Complaints Handling & ResolutionAct as the central point of contact for all customer complaints (phone, email, social media, surveys).Log, categorize, and track complaints using CRM, NPS tools, or Excel-based trackers.Investigate root causes of complaints (e.g., billing discrepancies, vehicle cleanliness, delays, driver or staff behavior) in coordination with Operations and Station teams.Ensure resolution of urgent cases within 24 hours and closure of standard cases within 72 hours.Escalate recurring or systemic issues to the Quality Assurance Supervisor for corrective actions.
-Customer Experience Monitoring
Analyze weekly and monthly complaint trends to identify recurring pain points across branches or stations.Conduct post-resolution follow-ups to measure customer satisfaction.Propose quick-win improvements to enhance the rental journey (e.g., clearer pickup instructions, improved reservation communication).Reporting & Cross-Functional CollaborationPrepare weekly dashboards and reports for management (complaint volume, resolution time, key issues).Collaborate with the Training team to address service and process knowledge gaps.Support mystery shopping initiatives to evaluate service quality across locations.
-Voice of Customer (VoC)
Share customer insights with Operations and Management to improve processes and promotions.Recommend recovery and loyalty gestures (e.g., discounts, vouchers) for dissatisfied or repeat complainants.
-Qualifications & Skills
Previous experience in Customer Service, Customer Experience, Complaints Management, or Quality Assurance (experience in car rental, hospitality, or transportation is a plus).Strong communication and problem-solving skills.Ability to analyze data and present insights clearly.Good organizational and time-management skills.Proficiency in Excel and/or CRM systems.Customer-centric mindset with attention to detail.
• Why Join Us?
Be part of a growing car rental company focused on customer satisfaction.Opportunity to make a real impact on service quality and operational improvement.Professional environment with career growth opportunities in Customer Experience and Quality.
Requirements:
• Bachelor’s degree in a relevant field.• 3+ years of experience in customer service or complaints handling.• Good communication and problem-solving skills.• Experience using CRM systems and basic reporting tools.
If you're interested please send your CV+your expected salary to
01211558519