UAE National

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:

Work Controller with Brand & MFP related Technical and Commercial Skills
Manage Jobs / Customer requests
* Log Service delivery requests & Supplies delivery requests
* Ensure SLAs in attending calls with least Call Abandon Ratio
* Allocation of Jobs taking into consideration geographical routing, Maximize per day per Tech productivity, Meet response time ‎2 - ‎4 hours, Assess Load Vs Capacity of Techs
* Plan the Preventive Maintenance schedule (based on AMC terms and/or Document volume of the Printers / MFPs)
* First Line Support (FLS) - Provide resolution over the phone / email to the Customers for their Printers / MFPs (product features, Scan / Print / Fax issues/Solutions issues)
* Awareness of Brand's Technical data repositories (portal based / local data base Ex. Ribbon) for product features and service-related data
* Customer relationship management (key for CS and for service referrals for new machines)
* Work in close coordination with Supervisor / Manager and the field teams (technical & delivery crews) for real time / dynamic service support to the customers
* Prepare Estimates / Quotes - Awareness of Spare Parts and the replacement articles
* Follow up for estimate approvals
* Update full cycle of the Jobs in SAP - Notification/Service order/Spare requests/Job update/Invoicing
* Co-ordinate with stores for parts / units
* Filing of relevant documents.
* Co-ordinate with Drivers for the committed deliveries
* MIS reports

What you will do:-
Description of Accountability:

• Attend the customers at the reception and receive the units with no error/mistakes on the notification.


• Customer complaints very minimal - based on the target


• Customer incoming calls to be attended within min rings based on the target


• CSI based on the target


• Customer waiting time - minimal based on the target


• Customer orientation

Required Skills to be successful:-

• The primary focus of the Employee is to provide a delightful experience to our customers and where possible is prepared to go the extra mile


• The employee genuinely seeks customer feedback on their performance and uses this feedback to improve their performance


• Employee continuously anticipates what their customers needs may be and takes action to respond proactively to these needs


• Employee is answerable for all actions within their control and takes initiative to correct any actions as required


• Employee is always ready to accept responsibility for their decisions and the behaviours they display within the workplace


• Employee delivers what they have committed to delivering to the expected standards within the business

What equips you for the role:
* High School (Bachelor Degree preferred)
* ‎3-‎4 years ' experience in similar field
* Good communication skills.
* Technical knowledge
* Team building
* Problem solving
* Creative
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…