Al Futtaim Jobs - Customer Satisfaction Manager | Al Futtaim Lexus | Dubai (Dubai, AE)

Job Requisition ID: 41521 

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.

Al-Futtaim Automotive’s customer centric approach, international standards and value-adding business philosophy enables us to be the automotive company of choice across all of the territories in which we operate. An innovative leader in the automotive industry, Al-Futtaim Automotive Group has a widespread and well-developed distribution network currently operating in 11 countries across the Middle East, Africa and Asia. Al-Futtaim Automotive Group is proud to represent some of the world’s most popular and desirable automotive brands.

 

About the Position:

We are currently looking for experienced and technically competent Customer Satisfaction Manager to join Al-Futtaim Lexus in Dubai.

 

You will be responsible for improving the quality of customer service in all departments and creating customer loyalty. Your key accountabilities are as follows:

• Being the final decision making authority for all customer feedback and complaints (vehicle changes or refunds to be in consultation with the business GMs
• Being the final decision making authority for customer goodwill spend
• Being the main interface between Lexus and Government Authorities (eg Ministry of Economy’s Consumer Protection Department, Courts, Police etc)
• Being the main interface between Lexus and TMC Customer Relations Department
• Managing the Lexus customer care department and all its staff
• Creating corporate trust based on integrity and fair handling of all enquiries and complaints
• Providing relevant information in reports from SAP to the Customer Services Manager
• Sourcing information on competitor models to assist in the production of relevant product knowledge training
• Proactive engagement of 3rd parties outside of the complaint cycle to increase customer awareness of our activities, as well as increasing our awareness of customer needs. e.g. appearances on Noor Dubai, Customer focus groups.

 

About You:

The ideal candidate will possess the following qualifications, experience and skills:

 

Minimum Qualifications and Knowledge: University Graduate, basic technical understanding of automobiles

 

Minimum Experience: 4 – 5 years relevant experience (Customer Service Manager in automotive or technical experience with customer facing role in automotive industry)

 

Job-Specific Skills: English and Arabic skills are essential, other language skills are an advantage. Technical knowledge of automobiles, negotiation and influencing skills

 

Behavioural Competencies: Leadership, negotiation and influencing skills, conflict resolution, ability to think clearly under pressure, ability to take decisions and follow through

 

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