Al Futtaim Jobs - Knowledge Base Executive | Customer Engagement Center | Dubai, UAE (Dubai, AE)
Job Requisition ID: 38280
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.
Job Description:
The Knowledge Base (KB) executive is responsible to support all initiatives for all brands activities at the CEC by designing and updating the content of the KB available to agents to deliver the best experience to customers. He is also responsible that all agents have the right access and training to use the KB.
The KB Executive is also accountable to communicate to agents about all updates to the KB for respective brands in accurate and timely manner.
The KB executive also supports with sales and lead generation efforts, as well as analytics when required to support new initiatives or project to drive additional revenue to the brand.
Key Responsibilities:
- Design KB for each brand
- Update KB form and content for each initiative, for each brand
- Communicate to agents, efficiently about new initiatives for each brand
- Helps in editing and communicating about the Engagement Centre demand management process reference guide, to be used as reference point for new joiners describing activities executed as well and work process related to each type of activity
- Supports with opportunities for additional revenues driven activities by reviewing reporting and analysing performance, identifying new customer targets and suggesting new offers. Able to use all existing tool to extract customer data for analysis.
Qualifications, Experience & Skills:
Minimum Qualifications and Knowledge:
- University degree or higher
- Contact centre systems knowledge (Telephony, Quality, CRM…)
Minimum Experience:
- 2-3 years’ work experience in a call centre
- 2-3 years’ content editing role or similar
- 2-3 years’ experience in a customer service role Face to Face or over the phone
Job-Specific Skills:
- Time management
- Work to deadlines
- Can work on own initiative
- Good Oral and written skills in English, (Arabic is a plus)
Behavioural Competencies:
- A team player
- Excellent Interpersonal Skills
- Cultural awareness
Able to build strong relationships
KGM
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