CX Supervisor - Car Rental

About this opportunity

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