Job Description

We are seeking a dedicated

CRM Specialist

to manage and enhance the customer experience journey by addressing customer complaints, analyzing root causes, and implementing service improvements in alignment with RTA KPIs. The ideal candidate will have a strong grasp of customer service standards, data analytics, and CRM systems, supported by relevant ISO certifications.

Key Responsibilities:

Receive and analyze customer complaints received via RTA channels. Investigate incidents involving drivers, summarize findings, and take appropriate actions based on internal SOPs. Identify trends and root causes from complaint data to determine high-frequency issues and service gaps. Provide actionable insights and recommendations to Management for improving customer service quality and satisfaction. Regularly monitor and review complaint patterns to ensure continuous improvement in line with RTA expectations and KPIs. Conduct driver training and awareness programs aimed at reducing complaint volumes and enhancing service delivery. Prepare and submit comprehensive MIS reports related to customer feedback and incident trends.

Core Competencies:

Customer Experience (CX) Frameworks:

Experience in customer journey mapping and CX optimization.

Data Analysis:

Ability to interpret and translate customer feedback into strategic improvements.

Customer-Centric Mindset:

Deep understanding of customer behavior and expectations.

Industry Awareness:

Experience in customer-sensitive industries such as Transportation, Hospitality, Aviation, Banking, or Mass Communication.

Process Compliance:

Knowledge and implementation of quality frameworks and service standards.

Qualifications & Requirements:

Bachelor's degree in Business Administration, Mass Communication, or related field.

Minimum 5 years of relevant experience

in industries with high customer engagement.

Mandatory Certifications:

ISO 9001, ISO 10002, ISO 10004, ISO 24082, ISO 14001, ISO 45001, ISO 39001, ISO 31000 - At least 3 of the above certifications are required.*
Proven expertise in CRM systems and customer feedback platforms. Strong understanding of ISO standards in relation to customer service and CRM process improvement. Excellent communication, interpersonal, and stakeholder management skills. Critical thinking, analytical ability, and problem-solving mindset.

Work Schedule:

Monday to Thursday:

8:00 AM - 6:00 PM

Friday:

8:00 AM - 12:00 PM (Half Day)

Saturday:

8:00 AM - 2:00 PM (Half Day)

Sunday:

Weekly Off
Job Type: Full-time

Pay: AED10,000.00 - AED12,000.00 per month

Application Question(s):

DO YOU HAVE THE ISO CERTIFICATION CRM? WHATS YOUR JOINING AVAILABILITY? WHATS YOUR EXPECTED SALARY ? WHATS YOUR VISA STATUS ?
Experience:

* CRM MANAGEMENT: 5 years (Required)