Client Experience Executive

Rogers Capital is looking for a Client Experience Executive for its Leasing Department to ensure a seamless and positive client and dealer experience throughout the leasing lifecycle by managing inquiries, facilitating lease processes, coordinating with internal departments, and proactively driving customer satisfaction and retention initiatives.

Your Responsibilities :

• Welcome and assist incoming clients, ensuring all leasing-related queries are addressed within agreed timelines (24 hours) and in compliance with company policies.
• Respond to client inquiries on leasing conditions, contract maturity, renewals, and complaints via in-person interactions, email, and phone calls.
• Guide clients through new lease proposals, documentation, and application processes, ensuring efficient and accurate handling.
• Track lease renewals and terminations; proactively engage clients for residual value discussions and cross-selling opportunities.
• Coordinate with Sales, Credit, Finance, Legal, Operations, and Recovery teams to ensure smooth execution of leasing transactions and enhanced client satisfaction.
• Monitor service delivery standards, identify gaps, and propose corrective measures to maintain high-quality customer experience.
• Participate in the development of client engagement strategies and service improvement plans by providing insights and recommendations.
•  Act as the primary point of contact for Dealers with receipt of documents and updates on requests
•   Handle Dealers complaints  and coordinate with internal departments to resolve them with 24 hours
• Ensure operational excellence in the delivery of services and actively participate in the development of the business with new ideas