Consumer Relations Manager | Al Futtaim Automotive | BYD

Date: 31 May 2024

Location: SA

Company: Al Futtaim Private Company LLC

Job Requisition ID: [[161120]] 

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 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 organization 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:

Act as the liaison between the company and its customers, ensuring customer satisfaction and loyalty, by effectively addressing inquiries, resolving complaints, and fostering a positive image of the brand. This position involves proactively engaging with customers and internal teams to uphold service standards, implement feedback loops for continuous improvement, and maintain compliance with industry regulations. The consumer relations manager plays a crucial role in protecting and enhancing the brand’s reputation by ensuring that customer experiences consistently align with the Company’s values and commitments. 

 

What you will do:

VOC & Complaint handling

  • Handle assigned cases/create C4C where Voice of customer and data is recorded 
  • Manage voice of customer as per BYD way of complaint handling.
  • Thoroughly investigate the concern (customer feedback, service center feedback, your own opinion, showroom)
  • Call/meet customer concerns with quality listening and body language skills, show understanding and empathy do not interrupt while customer is telling his story make him feel heard and valued. 
  • Ask key questions mainly around the incident, vehicle details, customer request.
  • Reappraise the concern seriousness and make a win-win decision.
  • Understand the relationship between the customer and Brand for retention and Kaizen purposes. 
  • Discuss dissatisfied cases with Line Manager and convert up to 15% into satisfied. [provide case report]
     

Goodwill Management 

  • Manage customer expectations. 
  • Raise / escalate potential buyback cases to Line Manager
  • Prepare Goodwill approval request to Line Manager for final approval.
  • Manage Compensation limit.
  • Avoid Buyback (Refund/Replacement)
  • Obtain approvals/prepare calculation sheet. 
     

Consumer Protection Authorities 
Coordination with relevant authorities to resolve customer complaint cases:

  • MoC (Ministry of Commerce)
  • Saudi Authority for Accredited Valuers (Taqeem)
  • SCCA-Saudi Center for Commercial Arbitration 
  • Consumer Protection Association 
  • Saudi Courts
  • Public Prosecution and Police
  • Committee for the resolution of Insurance Disputes and Violations
  • Municipality 

 

  1. Attend all cases coming from the above government entities, report in the provided system, make sure you receive customer complaints/request by email and make sure you have a written acknowledgement or response on the same day.
  2. Maintain excellent relationship with government officials by weekly/monthly meetings or communication. 
  3. Educate consumer protection agents about brand warranty terms.
  4. Flag and escalate high-risk cases/potential Recalls.
  5. Attend Court Reconciliation sessions.
  6. Discuss the court case with Line Manager and Legal department. 
  7. Avoid Court escalations by offering a reasonable goodwill if possible.
  8. Attend and escalate police or municipality interactions to Line Manager
     

Internal Stakeholders support

  • Join road test with customer and technical advisor from service centre in order to duplicate the customer concern whenever needed
  • Involve technical experts (After sales management/DP) for transparency and better outcome (technical report If needed) / repeated repairs (maximum 2 attempts)
  • Discuss warranty rejection with warranty team. 
  • Collaborate with NSD (service contract department) whenever service contract was granted as goodwill and make sure it is reflecting in the system.
     

Required Skills to be successful:

  • Bachelor’s degree in business administration 
  • Saudi national
  • Minimum of 4 years’ experience in customer care 
  • Excellent communication in Arabic & English 

 

About the Team:

You will be reporting to Sr. Goverment relations Manager 

 

What equips you for the role:

  • Bachelor’s degree in Consumer Sciences or Customer Service Management or other relevant fields such as Business Administration, Marketing, Communications, Public Relations, or Management. 
  • More than 4 years of customer care/ service.

 

Job-Specific/Technical Skills required to complete the tasks:

  • Customer Service Expertise: In-depth knowledge of customer service principles and practices to ensure customer satisfaction and loyalty.
  • Conflict Resolution: Skills to address and mediate disputes, effectively resolving complaints and preventing escalation.
  • Communication: Exceptional verbal and written communication skills to articulate responses to customers clearly and to liaise with stakeholders.
  • Analytical Skills: Ability to analyse customer feedback, performance metrics, and trends to inform strategies for improvement.
  • CRM Software Proficiency: Familiarity with Customer Relationship Management (CRM) software for tracking customer interactions and managing relationships.
  • Reporting and Documentation: Skill in generating reports and maintaining accurate records of customer interactions, feedback, and resolutions.
  • Interpersonal Skills: Strong interpersonal abilities to build and maintain positive relationships with customers and internal stakeholders.
  • Regulatory Knowledge: Understanding of the relevant industry regulations and legal guidelines to ensure compliance in all customer interactions.
  • Problem-Solving: Capability to troubleshoot and solve issues creatively and efficiently.
  • Product Knowledge: Comprehensive knowledge of the company’s products or services to provide accurate information and support to customers.
  • Project Management: Skills to manage and oversee customer service projects and initiatives.
  • Multitasking and Prioritization: Ability to manage multiple cases and tasks effectively while prioritizing urgent issues.
  • Negotiation: Persuasive negotiation skills to reach favourable outcomes for both customers and the company.

 

 

About Al-Futtaim Automotive
A major division of the UAE-based Al-Futtaim Group of companies, Al-Futtaim Automotive is an industry leader with presence in 10 countries across the Middle East, Asia and Africa.
Our core business activities at Al-Futtaim Automotive include distribution, manufacturing, leasing and aftersales, and we are firmly established as the regional representative of some of the world’s most iconic automotive brands: Toyota, Lexus, Honda, Jeep, Chrysler, Dodge, Volvo and RAM.
We are driven by a customer-centric approach, constantly pushing the boundaries on innovation, quality standards, and value-added service across our vast universe of customers - right from motoring enthusiasts to fleet operators to contractors. Our mission is to become the leader in custom-made mobility solutions by delivering nothing less than world-class omni-channel experiences. 
We channel our local expertise and global trust to deliver one of the most comprehensive portfolios of mobility products and solutions, from passenger cars to SUVs, electric vehicles to high-performance motorbikes, commercial vehicles to industrial & construction equipment.
What keeps the company moving forward is a 9000-member strong team, with inspiring possibilities for growth, throughout the career path. This is Al-Futtaim Automotive and we empower talent to move forward.