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 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 launchesRequirements: 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 SkillWhat equips you for the role
- Contact Center experience.
- Good MS office skills on MS Excel, Powerpoint & OutlookWe\'re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.ABOUT THE COMPANYEstablished in the 1930\'s, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940\'s and 50\'s saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.

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