Customer Support Centre Agent

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

Role Purpose:

Ensure a seamless customer journey by offering a hassle free, consistent,
inspiring and rewarding customer experience with great quality for all non-
face-to-face contacts. This includes in particular: Build and retain a long
lasting relationship with new and existing customers by ensuring a positive
shopping experience that creates trust in the brand before and after their
visit to contribute to commercial growth

Key Role Specific Accountabilities:

Performance Management:
* Ensure that all cases are accurately raised in CRM for follow up and accurate data recording
* Ensure that all customer emails and social media complaints are followed up and resolved within ‎24 hours of being received
* Follow department action plans to ensure an improved customer experience and a constant approach
* Work towards achieving first call resolution by finding and offering a solution to the customer
* Communicate with all customers in a positive, friendly and apathetic manner to provide a consistent meeting with the customer
* The transport management system should be monitored and customers contacted when delays are expected or when customers have requested a call back through the driver's tablet

People:
* Responsible for arranging schedules and workloads to ensure correct coverage at all times to ensure that service levels and the customer experience is improved

Health and Safety:
* Follow all guidelines and SOP's set out by the health and safety department to ensure a safe working environment
* Report any risks hazards and unusual activity to your senior or manager immediately

Cost Control:
* Follow department guidelines and processes to ensure that the customer support centre operates at optimal efficiency

Business Planning:
* Follow the department business plans and action plans as agreed by the department management team

Person Specific:

Minimum Qualifications and Knowledge: High School

Arabic/English speaker

Minimum Experience:
Similar experience in previous role
Call centre experience working with Genesys/CRM systems is an advantage
Retail background

Job-Specific Skills:
Excel and computer literate
Thinking and Analytical Skills, Effective Communication

Behavioral Competencies:
Thinking and Analytical Skills, Effective Communication
Interpersonal Skills, Strong people and time management skills, Problem
Solving, Confident
About Al-Futtaim Retail
Al-Futtaim Retail has established itself as one of the leaders in Retail
across the Middle East, Africa & Asia over the past ‎30 years. We have
developed partnerships with some of the biggest and most respected Brands in
the world including IKEA, ACE and Toys R Us in the Middle East and the Inditex
Group of Brands (Zara, Mango, Bershka and P&B) across Asia. We are also one of
the largest Global partners of Marks and Spencer's in both regions with over
‎75 stores offering both fashion & food options.

Most recently we have been responsible for bringing brands to the Middle East
for the first time with the exciting launches of Watsons and B&Q and we aim to
continue to be agile and adaptive to our markets with new launches and further
development. For this to be possible we aim to recruit the best talent from
all backgrounds who will continue to challenge and develop our diverse
workforce which includes over ‎100 nationalities across ‎12 countries. Join us
today and make a difference…