Customer Service Officer - Group Customer Service - UAE

Job no: ‎3922635
Location: UAE
Dubai Head Office
Customer Service
Customer Service currently operates in ten countries across the Middle East
and North Africa and works closely with colleagues in Russia, Turkey and
Central Eastern Europe to help build consistent customer service standards and
experience across Alshaya. The Customer Service Team ensure great customer
service is at the heart of Alshaya's business, the team captures and analyses
customer feedback and experiences through a number of initiatives and run
support, incentive and training activities to consistently improve the
customer experience and ensure a fast and first class service recovery when
needed. In addition the Team manages a number of internal programs to identify
and recognize individuals who have demonstrated excellence in customer
service.
Job Title: Customer Experience Officer/ Specialist
Our CX officer will be responsible of reshaping the customer experience to
make it simple and frictionless for customers to do business with us.
Successful team members must have an expert understanding of touchpoints
across the entire customer relationship journey with the company, and be
able to empathize with customers ' point of view.
The role requires creative thinking and a real talent for
communications , along with the ability to analyze quantitative
results and demonstrate measurable impact to business. Tasks will
involve suggesting ideas based on customer feedback, working with
managers and other teams to shape those ideas, then executing.
Key Responsibilities:
* Identifying Gaps in Customer Journeys and devise ways to assess the experience.
* Raise red flags wherever the business process needs correction to ensure the customer has a seamless experience with the company.
* Provide quantitative analytics and qualitative feedback to help determine priorities for improvement
* Collect, track and analyze customer feedback and suggest improvements internally based on the insights gathered
* Where required, identify ideal customer profiles and map customer journeys to identify the gaps in customer experience across all touchpoints,
Requirements:
* Minimum ‎3 years CX or relevant experience in a B2C business or agency, including direct interaction with customers.
* Experience mapping and designing customer journeys based on customer feedback and insight.
* Experience crafting and setting up objective customer surveys (familiarity with NPS and Survey Monkey a plus) to extract customer feedback and insights.
* Good analytical skills - able to run customer segmentation exercises and analyse survey results to recommend actionable steps for business to take to improve NPS and CX.
* Proven ability to listen and talk to internal customers without leading/biasing the conversation.
* Fast learner and smart worker who can get up to speed quickly and adapt to a fast-paced environment.
* Bachelor 's Degree or higher qualification in a relevant discipline.
* Excellent written and verbal communication skills , with strong editing skills.
* Must be confident in dealing with and managing business unit counterparts
* Familiarity with using customer experience systems or platforms to collect and analyze customer feedback and data
* Female Arabic Speaker
About Us:
Alshaya Group is a dynamic family-owned enterprise which was first established
in Kuwait in ‎1890. With a consistent record of growth and innovation, Alshaya
Group is one of the world 's leading brand franchise operators, offering
customers an unparalleled choice of well-loved international brands,
including: Starbucks, H&M, Mothercare, Debenhams, Cos, American Eagle
Outfitters, P.F. Chang's, The Cheesecake Factory, The Body Shop, M.A.C,
Victoria's Secret, Boots, Vavavoom, Pottery Barn and KidZania.

Alshaya Group's portfolio extends across MENA, Russia, Turkey, and Europe,
with thousands of stores, cafes, restaurants and leisure destinations, as well
as a growing online and digital business.

Operating in multiple sectors including Fashion, Food, Health & Beauty,
Pharmacy, Home Furnishings and Leisure & Entertainment, Alshaya Group
colleagues are united by a commitment to delivering great customer service and
brand experiences.

Fresh, modern, and relevant, Alshaya's constantly evolving retail portfolio
reflects the choices and lifestyle of its customers. From flagship stores and
restaurants in prestige malls, to local coffee shops, drive-thrus and online,
Alshaya Group brings customers the brands they love in the places they want to
be.
Advertised: ‎15 Jun ‎2023 Arabian Standard Time
Application close: ‎15 Jul ‎2023 Arabian Standard Time