Job Description

Majid Al Futtaim invites you to join us in our quest to create great moments for everyone, everyday! We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region, transforming the way people shop, live and play, while maintaining a strong sustainability track record and the largest mall in the world to attain LEED Gold EBOM Certification. We have over 45,000 team members in 17 international markets representing over 100 nationalities - all keeping the customer at the heart of everything we do. If you enjoy being BOLD, PASSIONATE and TOGETHER, then Majid Al Futtaim is the destination for you.

PURPOSE OF THE JOB

VIP Relationship and Voice of Customer Specialist (KAM Specialist) acts as the relationship manager for High Net-Worth Customers (HNW) of the Company (KAM Customers) following the identified customer's KAM List or as directed by the management. The KAM Specialist is based within the Customer Service Centre and working towards both quantitative and qualitative performance targets in line with the Company's overall vision of providing excellent customer experience.

The KAM Specialist will act as a liaison/focal point to address/direct KAM Customers' inquires/requests to the various HODs, CEO. CDO and CFO to ensure proper timely response/action and attention given to the customer.

Furthermore, the KAM Specialist will be interacting directly with customers through various communication mediums advising, assisting and responding to customer inquiries pertaining to their purchases. Additionally, KAM Specialist will be required to implement the technique of building and developing strong business relationships and outstanding levels of customer satisfaction whilst reinforcing and implementing company's policies and procedures to achieve the company's goals and setting the Company apart from the competition.

PRIMARY DUTIES & RESPOSIBILITIES

Understand the strategy of the Company in general and the CX function in particular, and act upon the assigned tasks and responsibilities determining the contribution within the operations.

Interact with prospects and existing KAM customers alike assisting them with their inquiries endeavoring to meet their expectations at all times.

Customer Experience - Handling Calls/Queries Understand and apply the basic concepts, practices and procedures of handling customers' inquires and questions meeting quality standards for customer services. Handle the dedicated KAM mobile phone and ensure timely response of calls and responses via applications such as SMS and Whatsapp. Responsible for registering/logging customers' requests in the ERP System or the appropriate system/medium of communication. Arranging for appropriate meetings with customers internally and externally utilizing the dedicated VIP Conference Room or other locations. Responsibility for managing the relationship with the KAM customer throughout the customer's journey. Communicating with customers by running Introductory calls welcoming them to the Company and the KAM Programme, introducing the KAM Specialist as future point of contact and to confirm Contact Details after of which a letter confirming the same shall be dispatched as part of the Customer Service Welcome Pack. Assisting the customer with queries and utilizing all possible communication tools such as landline, mobile, mail, e-mail, fax, SMS and Whataspp besides personal meetings addressing their concerns and resolving their complaints; whilst adhering to company's policies & procedures endeavoring to maintain customers satisfaction. Liaising with concerned department's HOD, CEO, CDO or CFO to manage complaints, settling disputes and resolve grievances and conflicts by performing activities assuring consistent customer service. When required, coordinate with relevant departments for site visits, accompanying customers to their respective property. When required, raising Special Requests/Executive Summary highlighting customers' concerns & requests which require higher management approvals by explaining the issue and give recommendation in compliance with company's policies, rules and procedures. Consistently, critically and regularly assess the KAM Customers' experience and propose enhancement/adjustments ensuring continues improvement in the KAM customers' experience. During the important company events, ensure with the relevant parties, the AKM customers are being offered the highest customers' experience. Ensure to appear always presentable and professional following the norms of the dress code. Adhere to all identified Department's/Company's Service Level Agreements (SLA) and Key Performance Indicators (KPI). Attend to/execute all other assigned tasks by the line-manager when required. To fulfill any additional works and duties other than the duties mentioned above whenever required or instructed by superiors or the management.

KAM Customers Management Responsibility for updating the KAM List on regular basis and obtaining the line-managers' approvals. All the updates to be updated in the ERP System to the best effort of the KAM Specialist. Welcoming the new customers formally following the identified process of communication and providing the welcome gift(s) on timely basis. Manage the downgrade on regular basis and obtaining the line-managers' approvals. Liaise with marketing department to arrange for the marketing related gifts, events and to seek what is best for KAM customers.

Customer Visits/On-Site Visits Responsibility for visiting KAM Customers on site when required. Arrange for delivering documents/items, obtaining signatures in coordination with driver/chauffeur. Ensure to coordinate with FM/Office cleaners to maintain the VIP Conference Room at the highest levels ensuring proper welcome to the visiting customers.

KAM Budget Jointly with the line-manager and HOD define the yearly KAM budget. Propose the yearly expenditures on enhancing the KAM experience and KAM gifts and potential events. Utilize the KAM budget to please the KAM customers in the daily activities when meeting or interacting with KAM Customers e.g. gift a bouquet of flowers to ill customers or in other occasions or offering coffee/confectionaries...etc...

Reporting Maintaining a complete record of customers' interactions & transactions with CX and other departments including transactions details, department and personnel involved, action taken for appropriate effortless information & data fetching. Responsible for providing respective line-manager with the activity report covering tasks and assignments handled allowing the management to monitor the work load and manage the resources effectively. Responsible for providing the line-manager and direct HOD with the Monthly Activity Report covering all the KAM Activities highlighting the main challenges and updates allowing the management to monitor the KAM customers and manage the experience to the company's best effort. Manage the gifts' log and maintain the stock of KAM dedicated gifts. Maintain a report of all critical KAM Customers' communications. Contribute/work together with the line manager to provide the KAM updates (activities and initiatives) to be fed into the different types of reports (e.g. IDC report)

PERSON SPECIFICATION: Minimum competencies to be effective on the job

Education

College Diploma/Bachelor Degree is preferred.

Experience

3-7 Years experience working in a results driven service industry ideally from property, development/FM/hospitality background. Fluency in English both spoken and written. Fluency in Arabic both spoken and written. Experience working within a customer service environment and Key Account Management. IT Proficient and experience of working with databases and ERP Systems.