Post Service Feedback Agent

About Us:

Welcome to Battmobile, UAE’s leading onsite auto services provider with a fleet of over 40 vehicles and technicians available 24x7. We take pride in being the number one onsite auto services provider in UAE, serving over 150,000 happy customers. Our services include emergency and preventive car care at customers' locations and at our service center in Al Quoz.

Job Summary:

The Post-Service Follow-Up Specialist will be responsible for engaging with customers after service delivery, gathering feedback, and addressing any post-service issues or concerns. This role is designed to enhance customer satisfaction, identify opportunities for improvement, and contribute to our ongoing commitment to delivering exceptional service.

Key KPI:

• PSF/VOC
• Collection of NPS (Net Promoter Score) of approximately 80% + of customer.
• Positive Google Reviews- a minimum numbers of reviews per agent per month.
• QC for calls
• PoC for SC customer issues escalated

Key Responsibilities:

• Customer Engagement & Issue Resolution:
• Reach out to customers after service delivery to gather feedback on their experience.
• Establish a proactive and positive communication channel to strengthen our relationship with customers.
• Address any concerns or issues raised by customers post-service and work collaboratively with relevant departments for swift resolution.
• Record and analyze feedback to identify recurring issues and opportunities for improvement.
• Feedback Analysis and Reporting:
• Analyze post-service feedback to identify trends and areas for improvement.
• Prepare detailed reports for management, highlighting both positive feedback and areas for enhancement.
• Collecting Positive Google reviews
• Customer Retention Initiatives & Process Improvement:
• Develop and implement initiatives to enhance customer loyalty and retention.
• Collaborate with marketing and customer service teams to create targeted campaigns for post-service engagement.
• Work closely with relevant departments to implement process improvements based on post-service feedback.
• Ensure continuous alignment of services with customer expectations.
• Quality check:
• Foster a customer-centric culture within the organization.
• Make sure that the CC/ Happiness staff are following trained protocols by the company

Qualifications and Skills:

• The ideal candidate for the Post-Service Follow-Up Specialist role should possess excellent communication skills, empathy, and a customer-centric mindset.
• Previous experience in customer service, relationship management, Call-centre or a related field is desirable.

Benefits

• Company Visa
• Paid Leave & Airfare
• Medical Insurance

How to Apply:

If you are passionate about automotive care and possess the skills required for this position, we invite you to apply by sending your resume and a cover letter detailing your relevant experience to recruiter@battmobile.ae Please include the position title in the subject line of your email. We look forward to hearing from you!

Job Type: Full-time

Pay: AED2,000.00 - AED2,500.00 per month