Job Requisition ID: 161869Established 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 Arab 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 roleTo provide potential and existing customers with exceptional services in processing complaints and issues related to products or services as guided by respective Retail Brands policy and T&Cs. Identify customer needs, respond to escalated customer queries, and collaborate with internal departments to optimize customer services and brand awareness.What you will do

• Coordinate with vendors/ service partners to resolve all account issues and escalate all unresolved issues to management.
• Perform assessment for all complaints and recommend required action for same and assist management to resolve all issues efficiently. Coordinate with external vendors to resolve all issues and provide appropriate response to all AF CEC complaints.
• Prepare required reports for resolutions provided, maintain records of all status and develop and maintain professional relationships with all customers and internal Stakeholders.
• Support in establishing QA process with Service Provider that targets improvement on Call/Email handling and quality of service provided. Monitor VOC & NPS results to target problem areas within the Engagement Center & to highlight system inefficiencies to respective brand stakeholders
• Provide training for new SOPs and Brand Updates as needed
• Support in CX initiatives and project launches

Required skills to be successful

• Good experience in Customer Experience field from a Retail industry.
• Proven experience in customer service, support, or a related role.
• Knowledge and experience in CRM software.
• Ability to maintain a global mind set with strong collaboration approach with peers and stakeholders
• Strong communication and interpersonal skills.
• Business acumen & market understanding
• Analytical Skill

What equips you for the role

• Contact Center experience.
• Good MS office skills on MS Excel, Powerpoint & Outlook

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.

Al-Futtaim