Main Job Purpose

Enhancing the overall customer journey by combining frontline support with a strong focus on back-office operations, reporting, and performance analysis. This role ensures service excellence through data-driven insights, process improvements, and efficient handling of customer interactions and internal workflows.

Improve all aspects of the customer journey in a region, ensuring satisfaction and loyalty throughout the customer lifecycle. Improve Incremental Sales, drives revenue growth through promoting value-added products that meet customers’ requirements and maintaining a pleasant journey

 He/she will understand the impact of creating customer experience and, therefore, the bottom line, playing one of the most vital roles in the Company.

Accountabilities

Back-Office Operations & Reporting (Primary Focus – ~60%)

• Prepare daily, weekly, and monthly customer experience reports (SES, Ancillary sales analyses, complaint trends).

• Analyze customer feedback data to identify patterns, recurring issues, and improvement opportunities.

• Coordinate with internal departments (fleet, operation, customer service) to resolve systemic issues.

• Monitor filed reporting through SIXT book and produce exception reports.

• Document and improve standard operating procedures (SOPs) for customer service processes.

• Audit customer interactions and transactions to ensure quality and compliance.

• Support automation initiatives (CRM tools, reporting systems).

• Handle escalated cases requiring investigation and detailed follow-up.

• Maintain accurate records of complaints, resolutions, and corrective actions.

Customer Interaction & Support (~40%)

• On-hand training and monitoring at counters for SIXT customer service standards and ancillary sales improvement.

• Resolve complaints efficiently while maintaining high service standards.

• Analyzing customer feedback and data to identify improvement opportunities.

• Escalate complex cases to relevant departments when needed.

• Follow up with customers to ensure satisfaction and closure of issues.

• Uphold SIXT brand standards in all customer communications.

Qualification

• Bachelor’s degree in business administration, hospitality, tourism, sales, or any related field.

• Excellent communication skills - strong verbal and written interpersonal and communication skills, which are used to effectively interact with customers, collaborate with internal teams, and convey ideas and feedback

• Analytical skills - part of the daily role includes analyzing customer data, feedback, and metrics to derive meaningful insights and make data-driven decisions to enhance customer journey

• Customer service skills - experienced in placing the customer at the center of decision-making and continuously striving to exceed their expectations by staying on top of customer support and customer complaints, creating a powerful customer experience strategy

• Problem-solving skills - can identify and address customer issues, resolve conflicts, and find creative solutions to pain points

• Leadership abilities - leadership qualities are essential to lead the customer experience team, driving consumer-centric initiatives, and influencing positive change within the organization

• Adaptability - can proactively respond to evolving customer needs, industry trends, and shifting business dynamics

• Emotional intelligence - a high level of emotional intelligence enables you to navigate the emotions of both customers and team members, showing empathy when needed

• Proficient in Arabic and English.