|Location||Dubai, United Arab Emirates|
|Date Posted||September 19, 2021|
Customer Service / Reservations / Telecalling
Customer Services Manager - Subscription | Automotive | UAE
Location: Dubai, AE
Company: Al Futtaim Private Company LLC
Job Requisition ID: 103337
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, 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.
About The Role
The Customer Services Manager will oversee and assist customer service employees in the performance of their job duties such as responding to customer inquiries and resolving issues or complaints. This position will also be responsible in assisting management in overseeing the department.
KEY ROLE SPECIFIC ACCOUNTABILITIES
Customer Service Management.
Managing Customer Service Management process effectively and efficiently.
Ensuring all the customer inquiries, requests and complaints are resolved in a timely and satisfactory manner
Ensuring that there are no customer complaints or escalations.
Ensuring all ticket numbers are shared to the customer
Complaints if any and/or service requests are addressed on priority as per laid down processes
Ensuring Customer Satisfaction levels are met at all times.
Ensure that the departments Quality Objectives and KPIs are followed, tracked and necessary actions taken if in case of variance including escalation to senior management.
Regularly conducting Training or refreshers to staff.
Ensuring adherence to Process document and scripts are followed
Coordinate and work together with external vendors to ensure that customer service levels are met or exceeded
- Bachelor’s degree or relevant experience in customer service
Minimum Experience and Knowledge:
- At least 3 years’ experience in managing people in a consumer related customer care function
- Experience in automotive industry related customer service units will be beneficial
Job-Specific/Technical Skills required to complete the tasks:
- Excellent Communication, problem solving and analytical skills
- Planning and organizing skills
- Must possess excellent communication (written and verbal) and interpersonal skills.
- Must be able to effectively communicate and interact with customers (internal and external).
- Must also have good customer service skills.
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.