تنفيذي خدمة العملاء والتفاعل

Role Overview

The Customer Service and Engagement Executive plays a central role in driving customer engagement, facilitating B2C lead management, and supporting the ContiService loyalty programme. As part of our Emirates for Universal Tyres team in Dubai, you'll work in an ONSITE environment, collaborating with customers, dealers, suppliers, and internal teams to boost programme participation, improve lead conversion, and enhance customer retention. You will also deliver outstanding customer service while efficiently managing enquiries, sales coordination, and all operational support related to customer relationships and orders.

Responsibilities

• Support the growth and daily operation of the ContiService loyalty programme.
• Drive dealer recruitment and onboarding for ContiService participation.
• Develop and implement customer engagement initiatives for increased retention and dealer involvement.
• Generate, qualify, and manage B2C leads from various channels and promotional activities.
• Track, allocate, and follow up on leads for maximised conversion rates.
• Coordinate lead distribution and follow-up with dealers and sales teams.
• Monitor conversion performance and suggest improvement strategies.
• Promote benefits, offers, and initiatives of ContiService to encourage engagement.
• Build and nurture strong relationships with customers and dealer partners.
• Maintain accurate and up-to-date customer, lead, dealer, and programme databases.
• Monitor customer engagement to identify and execute improvements for retention and satisfaction.
• Assist in delivering customer campaigns, promotions, and communications to generate leads and drive ContiService growth.
• Process sales orders with precision and coordinate with Sales Representatives as needed.
• Provide product and service information to customers and dealers.
• Coordinate deliveries and scheduling with suppliers and internal teams and ensure timely dispatch.
• Handle customer correspondence, filing, and general administrative tasks supporting customer service operations.

Must have requirements

• Minimum 2 years' experience in customer service, engagement, sales support, call centre, lead generation or similar field.
• Demonstrable experience with customer databases, CRM, or sales administration systems.
• Excellent customer service and relationship management abilities.
• Strong lead generation, qualification, and management experience.
• Exceptional organizational, coordination, and multitasking skills.
• Sharp problem-solving capabilities and sound decision-making skills.
• High level of accuracy and attention to detail.
• Strong verbal and written communication skills in English. Knowledge of Arabic is an added advantage.
• Strong proficiency in Microsoft Office, particularly Excel.
• Ability to deliver results in a fast-paced environment with multiple priorities.
• Experience in the automotive, tyre, retail, loyalty programme, or service industry is an advantage.

Nice to have requirements

• Customer-focused approach with a passion for exceptional service delivery.
• Proactive, self-motivated attitude with a commitment to continuous improvement.
• Excellent interpersonal and relationship-building skills.
• Positive, professional, and dependable demeanour.
• Team-oriented, collaborative approach with the ability to work across departments.
• Adaptable and eager to take ownership of responsibilities.