Customer Excellence & Sales Officer - 01-MF
Roles & Responsibilities
Meet & greet customers visiting the Reception / Registration Counter at Head Office / Branch Enquire & Explain the activities as per the type of license selected by the student / customer Explain about the ongoing discounts & promotions Answer the calls/mails in a timely, appropriate & professional manner Provide information for all the needs of the customer pertaining to the Driving Licensing services the company is offering Inform the student / customer on the duration of training/classes as per the vehicle category Inform the student / customer about the available schedule types, charges & payment terms Assist the customer/student to fill up the Application Form & register as per the type of license Complete & verify the documentation for Bin Yaber Registration as per RTA requirements Council the student / customer to rectify the issues in documentation Register the student / customer for beginner course / Intermediate / Expert & E-Traffic Maintain record of student file & issue learning permit Inform the Fleet & Transport team for transport for pickups & drops Check for mandatory requirements of E-learning / Theory class Verify Transfer checklist & reopening of file form for Transfer & Reopening customers/students Ensure that the amendment details are entered in the student / customer file Issue the License in a professional manner Log student/customer complaints & feedback received through Complaint box, Direct Complaint, Call Center, Email or social media Evaluate & classify the complaint & communicate to the concerned team Ensure full compliance with RTA standards and management directives, including timely coordination and response to the Compliance Officer. Meet and exceed assigned monthly sales targets and key performance indicators , with no more than three months of underperformance in a year. Maintain a 5-star Google Review rating for the assigned branch through excellent customer service and proactive customer engagement. Be flexible to work across different branches as per business requirements. Maintain and submit Branch Weekly Consolidated Report. Attend Monthly meeting and Training as required. Ensure proper maintenance of lead attachments, unpaid files, and non-contacted files. follow up regularly and update all information accurately in FMS. Communicate with immediate superior on the nature of the complaint for taking suitable corrective action Communicate to student / customer on the action taken & record the closings Submit daily reports to immediate superior on the allotted tasks Maintain QHSE procedures as per the company policy Any other task as and when assigned by the immediate superior
Essential Skills
Team Work Skills Planning & Organizing Skills Communication Skills Customer Service Skills Problem Solving Skills Listening Skills
Mission
Enhancing customer satisfaction, increasing customer loyalty
Qualification
Bachelor Degree