CUSTOMER EXPERIENCE OMBUDSMAN

This dynamic professional must be able to lead our Customer Experience Department and champion a superior level of customer experience across all touchpoints.

We are seeking a customer-centric, results-driven

CUSTOMER EXPERIENCE OMBUDSMAN

This dynamic professional must be able to lead our Customer Experience Department and champion a superior level of customer experience across all touchpoints. This leadership role involves resolving complaints efficiently, and developing strategies that enhance customer experience, customer satisfaction and brand loyalty.

Key Responsibilities:

· Lead initiatives to achieve the organization’s established Net Promoter Score (NPS) and elevate customer experience across all channels.

· Devise strategies to track and improve overall customer satisfaction through ongoing customer satisfaction surveys.

· Lead the investigation and resolution of escalated customer issues from all channels, providing hands-on support and on-site presence when required to ensure a satisfactory and timely outcome.

· Develop proactive strategies to significantly minimize and or prevent customer dissatisfaction and recurring service issues such as extended customer wait time experienced at branch offices.

· Monitor and enforce service standards outlined in the Customer Service Manual for all employees engaging with customers.

· Analyze customer feedback from various platforms and prepare actionable reports.

· Monitor and analyze customer service metrics and (car rental) industry trends to generate actionable insights and strategic recommendations for Senior Management aimed at elevating the customer experience.

· Partner with IT /Digital developers, Operations, Marketing and Sales teams on an ongoing basis to enhance customer experience and brand awareness.

· Recommend policy, procedural, and operational improvements based on customer insights.

· Track and optimize customer journeys across online and offline platforms.

· Actively monitor digital platforms, review social media sites, and other customer touchpoints to detect signs of dissatisfaction and promptly initiate corrective actions to address concerns and uphold service standards.

· Assist with training programmes to build a service excellence culture within the organization.

· Stay current with CRM trends and technologies to enhance support delivery.

Education and Experience:

· Bachelor’s degree in Business, Hospitality Management or related field.

· A minimum of 5 years’ experience in customer service leadership, preferably in the auto rentals or service industry.

Skills and Competencies:

· Strong conflict resolution, communication, and analytical skills.

· The ability to maintain composure and professionalism in high-pressure situations, including during challenging conversations with customers

· Proven ability to lead service improvement initiatives and facilitate cross-functional engagement.

· Exceptional interpersonal skills with a warm, empathetic, and customer-focused approach.