Al Futtaim Jobs - National_Regional Customer Engagement Ce (Dubai, AE)

Job Requisition ID: [[36968]] 

No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.

 

As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.

 

Come join us to live well, work better, and be the best.

ROLE PURPOSE:

 

Ensure a seamless customer journey by offering a hassle free, consistent, inspiring and rewarding customer experience with great quality for all non-face-to-face contacts.

 

Build and retain a long-lasting relationship with new and existing customers by ensuring a positive shopping experience that creates trust in the brand before and after their visit to contribute to commercial growth.

 

KEY ROLE SPECIFIC ACCOUNTABILITIES

PERFORMANCE MANAGEMENT

• Ensure that all cases are accurately raised in CRM for follow up and accurate data recording
• Ensure that all customer emails and social media complaints are followed up and resolved within 24 hours of being received
• Follow department action plans to ensure an improved customer experience and a constant approach
• Work towards achieving first call resolution by finding and offering a solution to the customer
• Communicate with all customers in a positive, friendly and apathetic manner to provide a consistent meeting with the customer
• The transport management system should be monitored, and customers contacted when delays are expected or when customers have requested a call back through

 

PEOPLE

Responsible for arranging schedules and workloads to ensure correct coverage at all times to ensure that service levels and the customer experience is improved

 

HEALTH AND SAFETY

• Follow all guidelines and SOP’s set out by the health and safety department to ensure a safe working environment
• Report any risks hazards and unusual activity to your senior or manager immediately 

 

COST CONTROL

• Follow department guidelines and processes to ensure that the Customer Support Centre operates at optimal efficiency

 

BUSINESS PLANNING

• Follow the department business plans and action plans as agreed by the department management team

 

PERSON SPECIFIC:

 

Minimum Qualifications and Knowledge

High School

Arabic/English speaker

 

Minimum Experience

Similar experience in previous role

Call centre experience working with Genesys / CRM systems is an advantage

Retail background

 

Job-Specific Skills

Excel and computer literate

Thinking and Analytical Skills, Effective Communication

 

 

Behavioral Competencies

Thinking and Analytical Skills, Effective Communication

Interpersonal Skills, Strong people and time management skills, Problem Solving, Confident

 

 

 

 

 

 

 

 

 

 

 

 

 

 

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

 

Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

 

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.

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