Job Requisition ID: 157909

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 Group\'s 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.

By upholding our values of respect, excellence, collaboration and integrity; Al-Futtaim Group continues to enrich the lives and aspirations of our customers each and every day

What you will do

Manage and Resolve all Voice related account issues

Coordinate with Brand stakeholders/service partners

Escalate all unresolved issues to management

Manage complaints and resolution

Customer Engagement Center

Perform assessment for all complaints and recommend a required action.

Assist management to resolve all issues efficiently.

Coordinate with external vendors to resolve all issues

Reports

Prepare the performance review reports for brands

Maintain records of all status, develop, and maintain professional relationships with vendors and internal stakeholders.

QA Process

Support in establishing QA process with the Service provider that targets improvement on Call/ Email handling and quality of service provided.

Ensuring a desirable agent NPS is consistently maintained on the voice channel.

Training

Provide training for new SOPs and Brand Updates.

Oversee complaints and request tickets received for all Retail brands.

Support in CX initiatives and project launches

Minimum Experience and Knowledge:

4+ Years of experience in Customer Experience field from a Retail industry.

Proven experience in customer service, support, or a related role.

Knowledge and experience in CRM software.

Ability to maintain a global mind set with strong collaboration approach with peers and stakeholders

Flexible and able to adjust to changing priorities or requirements in a fast-paced environment

Great organizational and time management abilities

Strong communication and interpersonal skills.

Excellent analytical skills.

About the team

The role will be reporting to the Customer Experience Manager

What equips you for the role

CRM system

MS Excel, PowerPoint and Outlook knowledge

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 Spencer\'s in both regions with over 75 stores offering both fashion & food options.

Most recently we have been responsible for bringing brands to the Middle East for the first time with the exciting launches of Watsons and B&Q and we aim to continue to be agile and adaptive to our markets with new launches and further development. For this to be possible we aim to recruit the best talent from all backgrounds who will continue to challenge and develop our diverse workforce which includes over 100 nationalities across 12 countries. Join us today and make a difference\xe2\x80\xa6

Al-Futtaim