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UAE National| Engagement Center Supervisor| Dubai

Date: 28-Oct-2020

Location: Ajman, AE

Company: Al Futtaim Private Company LLC

Job Requisition ID: [[57082]] 

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.

<span style="font-family:"Arial",sans-serif">JOB PURPOSE:

<span style="font-family:"Times New Roman",serif"><span style="font-family:"Arial",sans-serif">To provide full support to Al Futtaim Motors customers and the customer relations team in the following:

 

  1. <span style="font-family:"Times New Roman",serif"><span style="font-family:"Arial",sans-serif">Managing the call center daily operations.  Ensuring adherence to SOPs and KPIs as well as general management of the department in terms of attendance, productivity, and quality
  2. <span style="font-family:"Times New Roman",serif"><span style="font-family:"Arial",sans-serif">Manage team performance and development through regular meetings
  3. <span style="font-family:"Times New Roman",serif"><span style="font-family:"Arial",sans-serif">Maintaining call center management standards through compliance with industry thresholds.  Compliance with AHT, NR, Hold, DN, shrinkage, and short call thresholds.
  4. <span style="font-family:"Times New Roman",serif"><span style="font-family:"Arial",sans-serif">Being a link between the call center and the customer care team in the case of complaint resolution
  5. <span style="font-family:"Times New Roman",serif"><span style="font-family:"Arial",sans-serif">Training of the departmental staff as well as other department staff about complaint handling protocol
  6. <span style="font-family:"Times New Roman",serif"><span style="font-family:"Arial",sans-serif">Compliance with TMC complaint handling processes and VOC entry
  7. <span style="font-family:"Times New Roman",serif"><span style="font-family:"Arial",sans-serif">Liaising with the National Service Division for technical input to the resolution of customer complaints
  8. <span style="font-family:"Times New Roman",serif"><span style="font-family:"Arial",sans-serif">Creating corporate trust based on integrity and fair handling of all inquiries and complaints
  9. <span style="font-family:"Times New Roman",serif"><span style="font-family:"Arial",sans-serif">Providing relevant information in reports from SAP to the Customer Care Manager
  10. <span style="font-family:"Times New Roman",serif"><span style="font-family:"Arial",sans-serif">Sourcing information on competitor models to assist in the production of relevant product knowledge training

 

<span style="font-family:"Arial",sans-serif">KEY ACCOUNTABILITIES: <span style="font-family:"Arial",sans-serif">Specify the output required from the job. Identify not more than 7 Key Accountabilities & their performance indicators. NB-Focus on outcomes, not tasks

 

  • <span style="font-family:"Arial",sans-serif">Handling of call center staff for the customer care center
  • <span style="font-family:"Arial",sans-serif">Complaint resolution and coordination with customer case managers
  • <span style="font-family:"Arial",sans-serif">Promotion of Kaizen activities to understand the root cause of complaints and promote countermeasures
  • <span style="font-family:"Arial",sans-serif">Sourcing information on competitor models and processes to assist in the production of relevant training materials for the Magic Moments program

 

<span style="font-family:"Arial",sans-serif">JOB CONTEXT: Define organizational policy and other factors that have a critical impact on the job

<span style="font-family:"Times New Roman",serif">The department acts as the focal point to continuously promote the concept of CS among staff and upgrade the level of services offered by the Company.  A close liaison is maintained between all departments and all personnel are involved in the process to create a “Quality Service Culture”.  A close watch is kept on the services of the competitors and the company is kept ahead of the market.  Every tool of communication is used to promote company’s competitive edge in its services.  The Department lays down the basis for improving the quality of customer service in all departments and creating customer loyalty – essential for the medium to long term success of the business.

 

<span style="font-family:"Arial",sans-serif">QUALIFICATIONS, EXPERIENCE, & SKILLS:

<span style="font-family:"Times New Roman",serif"><span style="font-family:"Arial",sans-serif">Minimum Qualifications and Knowledge:  University Graduate, basic technical understanding of automobiles

<span style="font-family:"Times New Roman",serif"><span style="font-family:"Arial",sans-serif">Minimum Experience: 4 – 5 years of relevant experience (customer service manager in automotive, banking, finance, or technical experience with a customer-facing role in the automotive industry)

<span style="font-family:"Times New Roman",serif"><span style="font-family:"Arial",sans-serif">Job-Specific Skills: English and other language skill (Arabic, Urdu, Hindi, Tagalog, Farsi, etc) are essential. Technical knowledge of automobiles, negotiation, and influencing skills

<span style="font-family:"Times New Roman",serif"><span style="font-family:"Arial",sans-serif">Behavioral Competencies<span style="font-family:"Arial",sans-serif">: Leadership, negotiation and influencing skills, conflict resolution, ability to think clearly under pressure, ability to make decisions and follow-through

 

 

 

 

 

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.