Customer Experience (CX) Specialist - Saudi National

About invygo

Founded in 2018 and headquartered in Dubai and Riyadh, invygo aims at simplifying the process of getting a car. With the success of our expansion to Saudi Arabia in 2021 and Qatar in 2023, we have continued to grow our operations.

Being the first car subscription app of its kind in the region, we have a proven track record and an in-depth understanding of our customers' mobility needs.

Our app enables customers to own or subscribe to a car on a monthly basis without any hassle. Customers can commit for a minimum of 1 month with our monthly plans or 36 months with our Subscribe to Own service.

invygo's car subscription service is different from renting or buying a car. We offer the best of both worlds. Unlike renting, we don't require our customers to make a large deposit upfront. They can also choose the exact car model and features they want through our app, a benefit that rental companies don't offer. Buying a car comes with high up-front and maintenance costs, long-term commitment, registration and insurance charges. With invygo's Subscribe to Own plans, our customers pay an all-inclusive fee monthly without the additional paperwork and cost.

At invygo, we empower our customers to access a car with no deposit or down payment, no long-term commitment, and the option to cancel their monthly subscription plans at any time through our seamless digital platform.

About the role

As a Customer Experience Specialist, you are responsible for driving world class customer experience, answering our customers calls/emails/chat in a timely manner with outstanding emotionally intelligent support in the GCC markets. You are a brand champion, with incredible problem-solving skills and are not afraid of difficult questions, troubleshooting issues with the customer and providing as much information as possible to the Tech team to resolve it in record time.

You work efficiently, multitask and address customers with a positive & can-do attitude to offer the most amazing, friendly, and helpful CX. You are an excellent listener, passionate and empathetic and utilize these strong assets to ensure positive communication when dealing with all stakeholders internally & externally, especially with our lovely customers. You are the voice of the customer in Invygo and promote their feedback internally driving insights to the Product/Dev. teams to enhance their experience through product improvement.

You report to the Customer Experience Manager and work in a multicultural environment with great possibility of growth & development.

What you will do

• Manage customer issues and resolution on a day-to-day basis in GCC through email / chat / phone calls
• Offer exceptional Customer Experience in every interaction, both with the customers and the car-dealers but also with your Invygo teammates internally.
• Handle many requests & solve complaints with ease and confidence.
• Achieve Individual & Team KPI: SVL, CSAT, Chat bot performance and other contact handling metrics.
• Participate in developing new processes to gain efficiency & develop new products to enhance customer experience working cross-functional: partner with engineering & data team, build relationships with the car-dealers, support marketing with feedback loop initiatives, etc.