Customer Success Executive

We are seeking a Customer Success Executive with expertise in the car rental industry to enhance customer satisfaction and retention across digital platforms. Key responsibilities include achieving CSAT score KPIs, managing after-sales interactions, resolving complaints, and optimizing customer experience through proactive monitoring and follow-ups. The position requires collaboration with internal and external stakeholders, suppliers, and service providers to address operational gaps, improve processes, and ensure seamless service. Additionally, the role involves data analysis, reporting, and assisting management with presentations.

Description:

• Provide exceptional post-purchase support to drive customer satisfaction and retention across all digital platforms, ensuring seamless after-sales experiences and fostering long-term relationships with B2C customers.
• Responsible for ensuring the achievement of CSAT score KPIs, retention, and complaint management targets.
• Responsible for all aftersales customer interactions, transactions, and engagements, including promptly actioning damage estimates.
• Regular communication with internal & external stakeholders, such as suppliers, to identify gaps and opportunities in the customer journey.
• Ensure consistent follow-ups on all vendor-addressed issues, maintain detailed records to optimize processes, and resolve customer concerns as quickly as possible
• Proactively monitor and highlight any discrepancies or issues in business processes to ensure a seamless and exceptional customer experience
• Maintain accurate reports and assist the manager in preparing presentations, leveraging advanced expertise in Microsoft Excel for data analysis and reporting
• Support the sales team by coordinating with partners on frequently raised issues, resolving them promptly, and ensuring all information is accurately maintained in the system in collaboration with service providers
• Work with the suppliers to increase the number of rentals, fleet allocation, order confirmation, delivery TATs and supplier billing properly and timely manner.
• Provide the report based on the internal procedural errors checklist and fulfil the Operational audit requirement. Update the escalation log based on reminders sent by the CX executive.
• Handle and promote the Customer's reviews to ensure brand reputation and retention.

Qualifications:

• Bachelor’s degree with 3-5 years Car Rental in Customer service Department. (Preferable to have experience in aggregator rental business)
• 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.