About Us

As a leader in luxury retail in the Middle East, Al Tayer Group\'s retail division, Al Tayer Insignia, hosts a portfolio of some of the world\xe2\x80\x99s best luxury brands in the fashion, jewellery, home and department store categories. Complementing its position in luxury retail, Al Tayer Insignia has also built new frontiers in lifestyle retail, representing leading brands in the Beauty, Home, Fashion and Hospitality sectors. Our brands include Bloomingdales, Harvey Nichols and Armani to name just a few!

About the Role

The job is to lead and guide a team of Customer Care Associates to provide continuous, high quality customer service and Delight. The job is to manage all complex and escalated cases, manage queue allocations and daily operation activity.

Customer interaction is across multiple platforms and will have to ensure team consistently meet the customer care and operational KPIs. The call centre is a 24x7 operation and flexibility and full coverage is required especially during peak trading periods.

What You\xe2\x80\x99ll Be Doing

Strategic Roles & Responsibilities

\xc2\xb7 Measures team performance to meet Service Level Agreements and targets are achieved on all KPIs

\xc2\xb7 Drive tangible revenue through sales achieved by the team, and intangible revenue through retention and satisfaction achieved through service

Functional Roles & Responsibilities

\xc2\xb7 Strong customer focus and willingness to promote and lead service excellence within the team

\xc2\xb7 Organise daily team tasks based on business priorities and Service Level Agreements. Maintains and monitors call and email inflow, social, live chat, WhatsApp, NPS, Amber and Youfirst

\xc2\xb7 Aim of a first time resolution on all queries ensuring the best Customer Care experience is given. Manage escalated and complex customer cases to ensure resolved with customer satisfaction.

\xc2\xb7 Lead and motivate the team on a daily basis to respond to all contacts inline with company values and culture

\xc2\xb7 Ensures the team accurately classifies all activities in the contact management system and assists the Assistant Manager with the weekly report

\xc2\xb7 Monitor and manage the customer care advisor\'s performance in a timely manner to ensure team productivity levels meet the business needs

\xc2\xb7 Proactively identifying issues and be able to develop and action solutions swiftly

People Management Roles and Responsibilities

\xc2\xb7 Provide guidance and coaching on a regular basis with one to one conversations

\xc2\xb7 Performance manage through regular coaching and annual performance review

\xc2\xb7 Provide positive reinforcement environment

\xc2\xb7 Constructive approach to giving feedback and ideas to improve the customer experience

About You

Education/Certification and Continued Education

\xc2\xb7 Secondary School education

Years of Experience

\xc2\xb7 2-3 years in a customer focused environment leading others

Knowledge and Skills

\xc2\xb7 Proven managing others experience ideally in a call centre environment

\xc2\xb7 Demonstrable experience of managing multiple workflows to a set of targeted KPI\xe2\x80\x99s

\xc2\xb7 Strong customer focus and willingness to promote service excellence within the team

\xc2\xb7 Used to working in a high volume, fast paced, ever changing environment

\xc2\xb7 Self-motivated, flexible and able to adapt to changing circumstances

\xc2\xb7 System knowledge \xe2\x80\x93 Magento and Salesforce an advantage

Additional Information

Al Tayer Group