Job Description

Position: CRM Specialist

Job Responsibilities:

? Receive Customer Complaints from RTA and analyze the nature of complaint

? Conduct necessary investigation with the Driver and summarize the incident

? Take action on the violated Driver as per the SOP of the organization

? Continuously review the customer complaint data and monitor the trends and observe the highest number of complaints in a specific category in the month

? Provide recommendations to the Management for enhancing the customer service and customer experience

? Strive to reduce the customer complaints over a period of time through continuous training and creating awareness to the Drivers in order to achieve RTA's KPI

? Provide MIS reports on customer complaints to the Management regularly

Competencies:

? CX Frameworks: Familiarity with Customer Journey mapping

? Industry Experience: Experience in CX-critical industries

? Customer-Centric Mindset: Strong understanding of customer needs and behavior

? Data Analysis: Ability to analyze customer feedback and behavior for improvements

Stay updated on CRM trends, tools, and technologies, and recommend improvements.

Proven experience in using CRM systems Strong understanding of ISO standards and how they apply to CRM processes and improvements Excellent communication and interpersonal skills Ability to analyze data and provide actionable insights Strong problem-solving and troubleshooting skills. Capable of building strategies for enhancing customer experience and service level
Salary : Subject to the candidate's qualification & experience

Experience: Min 5 Years of experience in Transportation, Hospitality, Aviation, Banking, Mass Communication Industry

Working hours From Morning 8am to 6pm (Monday to Thursday)

Friday - 08:00am to 12pm (Half day)

Saturday - 08:00am to 02:00pm (Half day)

Sunday - Week off

Job Type: Full-time

Pay: AED10,000.00 - AED12,000.00 per month

Application Question(s):

Whats your expected salary? Whats your visa status? Whats your joining availability ?
Experience:

* CRM : 5 years (Preferred)