Customer Operations Associate
1 week ago
Majid Al Futtaim invites you to join us in our quest to create great moments for everyone, everyday We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region, transforming the way people shop, live and play, while maintaining a strong sustainability track record and the largest mall in the world to attain LEED Gold EBOM Certification. We have over 40,000 team members in 15 international markets representing over 100 nationalities - all keeping the customer at the heart of everything we do. If you enjoy being BOLD, PASSIONATE and TOGETHER, then Majid Al Futtaim is the destination for you.
The role will support the Customer Service Manager on delivery of customer obsessed, best in class, effortless service across all tiers of the SHARE rewards programme at the Contact Centre. This includes the development of procedures, processes, recruitment, QA and close loop escalation management. Ensuring relevant training practices are implemented with ongoing quality performance monitoring in place. Delivering the essential components of the SHARE service proposition, driving pro-active service to deliver customer value and “ make everyday amazing “.
This will require engaging with the relevant internal Marketing and Tech teams across the business as well as relevant BU partners.
- Customer obsessed
- A self-starter able to take ownership of their responsibilities from the offset
- Exceptional organisational and analytical skills
- Charismatic people person with strong communication skills
- Ideally English and Arabic verbal communication skills
- Ability to work in a diverse, international company and able to work with multiple stakeholders and matrix managed teams
- A team player
**Minimum experience**
- 6+ years of Contact Centre operations experience (defining processes, SOPs, training plans, QA and monitoring )
- Experience in loyalty preferred
**Minimum Qualifications/education**
- Bachelors degree preferred
- Additional role related qualification preferred
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