We are seeking a dedicated and professional Customer Care Executive to join our team, focusing on electric vehicle (EV) customers in Dubai. The ideal candidate will be the first point of contact for daily riders, ensuring every customer interaction is handled promptly, courteously, and with the highest level of English fluency. This role requires strong communication skills, a passion for EV technology, and the ability to resolve customer inquiries and concerns efficiently. Key ResponsibilitiesCustomer Support & Inquiries Serve as the primary contact for EV customers via phone, email, live chat, and in-person visits. Provide clear, accurate information about our electric vehicle services, ride options, and charging infrastructure. Address day-to-day questions regarding booking, rates, payment methods, and route guidance. Ride Coordination & Issue Resolution Monitor incoming ride requests and coordinate with drivers or autonomous vehicle dispatch. Track real-time ride statuses; proactively inform customers about any delays or changes. Handle on-the-spot service disruptions (e.g., vehicle technical issues, route detours) and work with operations teams to find immediate solutions. Complaint Handling & Escalations Listen empathetically to customer complaints or grievances, ensuring they feel heard and valued. Investigate and resolve issues—such as billing discrepancies, ride cancellations, or vehicle performance concerns—within agreed service-level targets. Escalate complex or unresolved matters to senior support or technical teams, maintaining clear documentation throughout. Customer Relationship Management Build rapport and trust with daily riders by providing personalized assistance and follow-ups. Gather feedback on ride experience, vehicle performance, and overall satisfaction; relay actionable insights to relevant departments. Maintain accurate records of customer interactions in the CRM system, ensuring data integrity and confidentiality. Product Knowledge & Continuous Learning Develop and maintain in-depth knowledge of our EV fleet models, charging station locations, and software/platform updates. Stay informed about new features, promotions, and policy changes to keep customers accurately apprised. Participate in regular training sessions and product briefings to enhance expertise and service quality. Cross-Functional Collaboration Liaise closely with Operations, Maintenance, and Technical Support teams to expedite solutions for customer-reported vehicle issues. Coordinate with Marketing and Sales to communicate any special offers, loyalty programs, or subscription plans to existing customers. Work with Finance/Billing teams to clarify invoices, process refunds, and resolve payment-related queries. Qualifications & SkillsEducation: Bachelor’s degree or equivalent in Business Administration, Communications, or a related field (preferred). Experience: Minimum of 2 years’ experience in customer service or support roles, ideally within the transportation, automotive, or technology sectors. Familiarity with electric vehicles, ride-hailing platforms, or mobility-as-a-service (MaaS) ecosystems is a strong advantage. Language & Communication: Exceptional command of English (both verbal and written). Additional proficiency in Arabic or another regional language is a plus. Clear diction, active listening skills, and the ability to simplify technical information for non-technical customers. Technical & Interpersonal Skills: Strong problem-solving aptitude and patience under pressure. Ability to multitask: handle incoming calls/chats while updating CRM notes accurately. Proficiency with customer support tools (e.g., Zendesk, Salesforce Service Cloud) and MS Office Suite. Familiarity with basic EV concepts (battery range, charging times, station locations). Personal Attributes: Empathetic, customer-focused mindset; strives to exceed service expectations. Team player who collaborates effectively across departments. Flexible to work in shifts (including weekends or holidays) to cover peak demand periods. Professional appearance and demeanor in a fast-paced environment.