About the job
Job Requisition ID: 158870
Established in the 1930s as a trading business, Al-Futtaim Group today is one of the most diversified and progressive, privately held regional businesses headquartered in Dubai, United Arab Emirates. Structured into five operating divisions; automotive, financial services, real estate, retail and healthcare; employing more than 35,000 employees across more than 20 countries in the Middle East, Asia and Africa, Al-Futtaim Group partners with over 200 of the world’s most admired and innovative brands. Al-Futtaim Groups entrepreneurship and relentless customer focus enables the organization to continue to grow and expand; responding to the changing needs of our customers within the societies in which we operate.
Overview of the role:
Drive the effectiveness and efficiency of the Outsourced Contact Center Service Partner by defining customer success objectives, strategy, and tactics, and by leading a team that reinforces the implementation of standard processes that scale to achieve the ultimate goal of Customer satisfaction and best Customer Experience.
What you will do:-
Description of Accountability:
Relay customer feedback to the Product team and Business stakeholders
Align with the Support team on resolution of major cases and report bugs to technical team
Provide feedback to Business on the readiness of solutions that improves customers experience
Help the Technical team overcome any delays in system implementation by participating in UATs as and when required
Required Skills to be successful:-
Leadership Skills.
Negotiation Influencing Skills.
Interpersonal Skills.
Team Management Skills.
Excellent written and verbal communication skills
Problem analysis and problem-solving
Information management
Formal presentation skills
Persuasiveness
Adaptability
Innovation
Judgment
Decision-making
Proficiency in communication & computer literacy are prerequisites.
What equips you for the role:
Minimum 8-10 years s ignificant experience in Customer Service and Customer Experience
Degree/higher level qualification in business/operations/customer experience
Management and people development experience
Data and Analytics experience and knowledge of how to determine trends from Data
SAP or similar experience
High level of MS Office
Experience on NPS programs
Excellent data and trend analysis skills
About Al-Futtaim Retail
Al-Futtaim Retail has established itself as one of the leaders in Retail across the Middle East, Africa & Asia over the past 30 years. We have developed partnerships with some of the biggest and most respected Brands in the world including IKEA, ACE and Toys R Us in the Middle East and the Inditex Group of Brands (Zara, Mango, Bershka and P&B) across Asia. We are also one of the largest Global partners of Marks and Spencers in both regions with over 75 stores offering both fashion & food options.
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