Job Description

The Business Development Advisor plays a crucial role in enhancing customer relationships, driving sales performance, and increasing market share. This role focuses on maintaining a comprehensive customer database, leveraging CRM tools to improve business processes, and ensuring the highest standards of customer service. By identifying new selling opportunities and optimizing customer interactions, the advisor contributes to revenue growth and brand advocacy.

You will be responsible for both inbound and outbound customer communication, addressing inquiries, resolving issues, and proactively reaching out to customers and prospects. This includes conducting follow-up calls, handling service-related concerns, and building strong relationships through consistent and professional engagement.

Additionally, your role will involve collecting valuable feedback and insights to improve our services and sales performance. You will conduct surveys to assess customer satisfaction, gather insights on lost bookings, evaluate customer loyalty through Net Promoter Scores (NPS), and follow up with no-show customers to understand their reasons and ensure their concerns are addressed.

Using a combination of CRM data, call interactions, customer surveys, and feedback systems, you will help Budget Rent a Car (BRAC) continuously enhance the customer experience, increase retention, and drive overall business success.

Roles and Responsibilities

Maintain and regularly update the customer database to ensure accurate and efficient data management.

Acquire and uphold in-depth knowledge of products, competitive offerings, and industry trends.

Utilize CRM systems to manage inquiries, sales transactions, marketing campaigns, and customer retention strategies.

Identify and capitalize on new business opportunities to drive sales and market growth.

Increase market share, profitability, and customer loyalty through proactive engagement and relationship management.

Handle customer inquiries efficiently, providing relevant product and service information.

Monitor, report, and analyze customer complaints, ensuring prompt resolution and service improvement.

Facilitate service appointments and promote additional services.

Optimize internal processes to enhance customer satisfaction in collaboration with department heads.

Conduct internal quality checks, analyze customer feedback, and implement continuous improvement measures.

Proactively manage customer retention by addressing complaints, inquiries, and service requests.

Enhance response time to customer queries, ensuring a seamless customer experience.

Build strong relationships with customers through regular engagement and brand promotion initiatives.

Maintain the highest levels of product knowledge, competitor insights, and industry trends to provide informed recommendations.

Comply with all company policies, including BRAC QMA, ISO standards, Health & Safety regulations, and the company's code of ethics and values.

Key Accountabilities

Achieve 100% data accuracy by verifying and updating customer records.

Increase customer retention rate through proactive follow-ups, complaint resolution, and personalized engagement.

DWM P:L% should be greater than 45%. For Leasing P:L% should be greater than 50%. Improve response and resolution time for customer complaints. Increase new customer acquisitions and identify new sales opportunities. Track and improve CRM adoption across customer interaction points. Increase reservations through customer education and targeted sales strategies. Continuously seek opportunities for personal and professional development.

Key Performance Areas (KPAs)

Business & Financial Performance

Customer Focus

Process Improvement

People & Culture

Qualifications/Requirements/Experience

Excellent verbal communication skills in Arabic / English with the ability to engage customers in a friendly and professional manner.

Strong listening skills to understand customer feedback and respond accordingly.

High level of empathy and the ability to handle sensitive situations, especially with dissatisfied customers.

Strong organizational skills with the ability to manage multiple tasks and prioritise effectively.

Ability to work independently and meet targets in a fast-paced environment.

Resilient and adaptable, with the ability to handle customer objections and provide solutions.

Fluency in both Arabic / English.

A-level or Graduate-level education (or equivalent).

Experience in customer service, CRM, or call center operations.

Job Type: Permanent

Pay: Up to AED6,000.00 per month

Application Question(s):

Do you have a UAE Driver's License? Please list the languages you speak. * Do you have experience working in a contact centre or call centre? If yes, how many years have you worked there? And as what?