Customer Experience Officer📣 Job Ad

About the Role

Musanadah Facilities Management is seeking a dedicated Customer Experience Officer to join our team in Al Khobar. This full-time role is central to enhancing the overall customer journey by integrating frontline support with robust back-office operations, reporting, and performance analysis. The officer will ensure service excellence through data-driven insights, continuous process improvements, and efficient management of customer interactions and internal workflows, ultimately driving customer satisfaction, loyalty, and incremental revenue growth.

Key Responsibilities: Back-Office Operations & Reporting

A primary focus of this role (approximately 60%) involves comprehensive back-office operations and reporting. Responsibilities include:

• Preparing daily, weekly, and monthly customer experience reports, including Service Experience Score (SES), ancillary sales analyses, and complaint trends.
• Analyzing customer feedback data to identify patterns, recurring issues, and opportunities for improvement.
• Coordinating with internal departments such as fleet, operations, and customer service to resolve systemic issues.
• Monitoring filed reporting through SIXT book and producing exception reports.
• Documenting and improving standard operating procedures (SOPs) for customer service processes.
• Auditing customer interactions and transactions to ensure quality and compliance.
• Supporting automation initiatives related to CRM tools and reporting systems.
• Handling escalated cases that require thorough investigation and detailed follow-up.
• Maintaining accurate records of complaints, resolutions, and corrective actions.

Key Responsibilities: Customer Interaction & Support

The role also dedicates a significant portion (approximately 40%) to direct customer interaction and support, encompassing:

• Providing on-hand training and monitoring at counters to ensure adherence to SIXT customer service standards and to improve ancillary sales.
• Resolving customer complaints efficiently while consistently maintaining high service standards.
• Analyzing customer feedback and data to identify opportunities for service improvement.
• Escalating complex cases to relevant departments when necessary.
• Following up with customers to ensure satisfaction and the complete closure of issues.
• Upholding SIXT brand standards in all customer communications.

Qualifications and Education

Candidates for this position should possess the following:

• A Bachelor’s degree in Business Administration, Hospitality, Tourism, Sales, or a closely related field.

Work Environment and Type

This is a full-time position based in Al Khobar, Saudi Arabia. The role requires a proactive individual capable of managing diverse responsibilities across both analytical and customer-facing domains.

Application Information

Musanadah Facilities Management invites qualified candidates to apply for this role. We value professionals who are committed to delivering exceptional customer experiences and contributing to the company's success.