Customer Experience & Call Center Specialist

Job Requisition ID: 167310

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 A”rab 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 organisation 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.

Overview of the role

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. This includes in particular:

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

What you will do

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 the driver’s tablet

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

Required skills to be successful

• Analytical Skills
• Effective Communication
• Interpersonal Skills
• Strong people and time management skills,

What equips you for the role

• 2-3 years experience in a similar role
• Call centre experience working with Genesys/CRM systems is an advantage
• Retail background

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.