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National_Customer Satisfaction Manager

Date: 15-Aug-2019

Location: Dubai, AE

Company: Al Futtaim Private Company LLC

Job Requisition ID: [[35517]] 

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.

KEY ACCOUNTABILITIES: Specify the output required from the job. Identify Key Accountabilities & their performance indicators. NB-Focus on outcomes not tasks


Voice Of Customer, Ensure implementation of TMC way  for customer complaint handling

Level 3 & 4 Complaints as per CRD SOP


  • Safety related concerns
  • Fire Hazard
  • TMC
  • Consumer Protection
  • Court
  • Higher management
  • Police
  • Live radio
  • Sheikh Offices/VIP customers


Goodwill Management


  • Manage customer expectation
  • Manage Compensation
  • Loyalty Rewards
  • Obtain approvals


Government consumer protection Branch Escalation


JOB CONTEXT: Define organizational policy and other factors that have a critical impact on the jobThe department acts as the focal point to continuously building up the link between the company and our customers. 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” provided to our customers.  A close watch is kept on the customer satisfaction trends & Management kept highlighted. Creating customer loyalty – essential for the medium to long term success of the business.



Minimum Qualifications and Knowledge: 

Bachelor or Diploma graduate

Basic technical understanding of automobiles

Basic understanding for process implementation.

High policy & process knowledge in all company aspects. 


Minimum Experience: 2 - 3 years customer service experience at Al Futtaim Motors or technical experience with customer facing role in automotive industry.


Job-Specific Skills: English and Arabic language are essential. (Urdu, Hindi, Tagalog, Farsi etc are a plus) Technical knowledge of automobiles, negotiation, problem solving skills and influencing & Listening skills


Behavioural Competencies: Calm and relaxed personality, conflict resolution, ability to work under pressure, detailed oriented, decision maker, good communicator, self-energetic, motivator.


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.