Customer Service Representative

About Us: 

Udrive is the First Car Sharing company in the Middle East. Our service innovation provides short-term car rentals, with our entire fleet of cars accessible through our Smartphone App. Licensed by Dubai RTA, we enable a solution that addresses increasing car demands, higher energy costs and limited parking slots, while reducing the negative impacts of private vehicle ownership.

About The Role:

You will handle inbound and outbound calls, addressing customer needs, complaints, and service-related issues. By responding efficiently, offering solutions, and actively listening, you will ensure customers feel supported and valued. You will take ownership of issues, follow them through to resolution, and use the necessary tools. Your goal will be to meet or exceed call center metrics while providing excellent service. Additionally, you will document calls and inform management of any trends.


 Key responsibilities:

• Receiving and placing calls (Inbound/Outbound) to address customer needs, complaints, or other issues related to the service.
• Responding efficiently and accurately to customers, providing possible solutions, and ensuring that clients feel supported and valued.
• Engaging in active listening with callers, confirming or clarifying information, and pacifying angry clients, as needed.
• Take ownership of customers' issues and follow problems through to resolution.
• Utilizing software, databases, scripts, and tools appropriately.
• Understanding and striving to meet or exceed call center metrics while providing excellent consistent customer service.
• Document all call information according to standard operating procedures.
  Recognize, document, and alert the management team of trends in customer calls.

Skills:

• Tech Savvy (Helpdesk ticketing system, reporting system, CRM system) experience preferred.
• Ability to work under pressure, must be adaptable.
• Teamwork skills
• Interpersonal skills.
• Solid sales and negotiation skills
• Innovative mindset and high EQ
• Grit and a can-do attitude

Requirements:

• University Degree in Business, Communications or Marketing discipline preferred but not required.
• Experience in the Mobility/Transportation industry is highly desirable.
• Fluent in Reading writing and speaking in Arabic and English is required.
• Full knowledge of RTA Rules and regulations is a plus.
• 1 year of Call center or customer service experience is required.
• Should be able to work in rotational shifts

Job Types: Full-time, Permanent